Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Social Media Customer Servicing

• Monitor customer interactions across assigned social media channels. 
• Respond to customer comments, posts, messages, and inquiries in a timely and professional manner. 
• Acknowledge customer interactions within defined response timelines. 
• Maintain appropriate brand tone and social media etiquette in all customer communications.

Case Assessment & Classification

• Assess and accurately classify customer interactions as – Complaint, Inquiry, Service Request, Feeback, Rating / Review, Compliment
• Create and update cases in designated systems as required.
• Ensure correct categorization and routing of customer issues.
• Handle assigned cases from receipt through closure. 
• Follow established Complaint Handling Procedures (CPR), policies, and operational guidelines. 
• Liaise with internal stakeholders to obtain information and resolutions. 
• Provide regular updates to customers throughout the resolution journey. 
• Ensure customers receive clear and comprehensive closure responses.
• Demonstrate empathy and professionalism during customer interactions. 
• Drive satisfactory customer outcomes through proactive follow-up and service recovery. 
• Escalate complex or high-risk cases as per defined escalation matrix.

Complaint & Case Management

Customer Experience