Assistant Manager, Complaint Handling

PURPOSE

Handling and/or coordinating with related departments to handle customer complaints effectively and satisfactorily in a professional and caring manner to gain positive customer experience.

KEY ACCOUNTABILITIES

• Master the customer complaint procedure, workflow as well as all related operational workflow / guidelines.

• Handle and/or coordinate with related departments to handle customer complaints effectively and follow up to achieve at least 98% meeting TAT.

• No basic mistake in handling customer complaint (not follow the process...).

• Handling 100% customer complaints correctly, effectively and in a proactive manner.

• Provide solution to all customer requests (via email, mail, telephone) effectively and professionally in anticipation of their needs.

• Other ad-hoc tasks.

- University graduate, preferably social science, or business law.

- 6-8 years of working experience, in which at least 3-year experience in handling customer complaint in life insurance industry.

- Proactive, creative disposition to develop new ideas, good in problem solving skill.

- Customer Service mindset.

- Good communication in both verbal and writing.

- Highly committed, well-organized, pro-active, innovative, honest, integrity, thorough, persevere and diligent.

- Effective interpersonal skills and good teamwork spirit.