Report to: Customer Care Manager

Key Accountabilities: 

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 (death and dismemberment)
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office
• 16 Annual leaves