Service Associate – Customer Care Unit

Mashreq · Division de Karachi

New

🇬🇧 English

Job description

About the role

The Service Associate will act as the primary point of contact for internal staff and external customers, ensuring timely resolution of complaints across multiple channels. The role focuses on maintaining high service quality, logging all interactions in the CRM system, and contributing to continuous process improvement.

Key responsibilities

Resolve or escalate customer complaints within agreed TATs across branches, MOL, email, phone banking and other channels.
Log and update 100% of complaints in the CRM system before, during, and after resolution.
Follow up with other units to ensure proactive and accurate complaint resolution.
Identify systemic issues, conduct root‑cause analysis and raise concerns.
Track technology issues and mass incidents, contributing to process and quality improvements.
Report service standards and indicators promptly and participate in permanent problem‑solving with product owners.
Support team building and foster a positive work environment.

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Published 1 hour ago

Expires 1 month from now

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Mashreq

Division de Karachi

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