The Function Purpose
Monitor and enhance the customer experience through the evaluation of service standards, address concerns, identify service gaps, and ensure continuous improvement.
Main Responsibilities
- Monitor customer interactions at various touchpoints to ensure service standards are met.
- Evaluate the current customer experience and analyze customer feedback and satisfaction surveys to identify areas that can be improved.
- Address customer concerns, handle complaints, and maintain a positive customer experience.
- Conduct regular field visits to branches to monitor the level of services provided to branch customers.
- Identify service gaps and propose solutions for improving processes.
- Ensure that departments provide the necessary support within the agreed-upon service level agreements.
- Work with different teams and maintain a professional relationship with customers and staff.
- Coordinate with the training department regarding awareness programs to promote the culture of service quality among employees and increase their knowledge of the services and products offered by the bank.
Background
- Bachelor’s degree.
- (1-3) years of relevant experience.
