Responsibilities:
- Complaint Handling and Controlling (60%)
- Responsible for the smooth daily operation of Complaint Handling.
- Control TAT of complaints.
- Ensure the service levels and quality standards are being met consistently across all teams.
- Work across departments / functions for solution to ensure the complaint solved.
- Review to ensure all complaints from Customers are solved precisely, suitably & follow closely with Company process/ regulation.
- Ensure all complaints documents are stored/uploaded fully, compiled with internal and external government regulations.
- Hanlde weekly/monthly/quartly/yearly complaint reports.
Complaint Competence (30%)
- Responsible for developing and implementing improvements to current process(es) to enhance service quality and client experience in complaint handling.
- Propose and develop measurement tools, initiatives, or technology to enhance the operational effectiveness of Complaint Handling.
- Track and measure productivity and compare to benchmarks, find ways to increase productivity.
- Ensure the internal and external regulations governing the assigned business.
Others (10%)
- Train, coach CC and CS staffs in complaint handling to ensure skills and knowledge are effectively developed.
- Join other tasks/projects with defined timeline as assigned by line manager / Dept Head.
Job Requirements:
- Bachelor's degree.
- At least 5 year experience in managing Customer Service, Complaint handling is preferred.
- Demonstrate accuracy and thoroughness. Work in an organized manner.
- Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.
- Skills: professional in Customer Service, Problem-solving, Presentation, Negotiation, Time management, Project management, Leadership skill.
- Strong communication skills: writing, speaking and listening.
- English: fluent.
Benefits:
- Competitive salary (100% salary during probation
- Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package
- Full social insurance, personal accidental & health care insurance, group life insurance
- Health medical pre-checkup from the 1st week of your probation
- 16 Annual leaves
