# Service Associate

> SSC HR Solutions · Giza, Egypt · — · Posted 2025-09-29

**Workplace:** on_site

**Department:** Operations

## Description

Key result Areas

-   To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs
-   To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - branches, MOL, emails, mails, phone banking and various channels
-   Resolve/escalate all customer complaints assigned within agreed TAT
-   Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.
-   Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.
-   Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis
-   Maintain and track Technology issues and mass incidents reported
-   Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide constructive feedback on service quality aspects through first hand observations.
-   Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
-   Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product
-   Contribute towards team building and create positive energy to boost team’s productivity

## Requirements

Key result Areas

-   Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication
-   Excellent inter-personal and communication skills (written and oral) – English and Arabic
-   Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.
-   Advanced skill in Microsoft Excel and PowerPoint
-   Thorough knowledge of features and benefits of all products and services of the bank Good organizational skills with ability to perform as a team player.
-   Ability to work under pressure, result oriented, ability to multi-task & adapt to change
-   Possess positive attitude & willingness to learn & take ownership
-   Actively looking for ways to improve processes
-   1 – 5 years complaints handling experience in banking
-   Graduate

## Apply

[Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/A56E8109B7/apply)

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