Service Associate – Customer Care Unit

About the role

The Service Associate will act as the primary contact point for internal staff and external customers, ensuring timely resolution of complaints across all channels. This role supports the Customer Care Unit in maintaining high service quality and compliance with SLA targets.

Key responsibilities

• Develop and maintain optimal service quality by resolving customer complaints within agreed TATs.
• Log, track, and update 100% of complaints in the CRM system from initiation to closure.
• Coordinate with branches, MOL, email, phone banking and other channels to address issues promptly.
• Escalate and follow‑up on complaints, ensuring proactive and accurate resolution.
• Identify systemic problems, conduct root‑cause analysis and raise concerns to relevant owners.
• Monitor technology incidents and mass‑issue reports, maintaining accurate records.
• Contribute to process and quality improvement by highlighting recurring issues and providing feedback.

Required profile

• Strong attention to detail with ability to maintain complete and accurate CRM records.
• Proactive follow‑up skills to ensure issues are resolved fully and on time.
• Analytical mindset to identify root causes and suggest permanent solutions.
• Team‑oriented attitude with willingness to support colleagues and boost productivity.

Required skills

• Experience using a Customer Relationship Management (CRM) system.