DUTY & RESPONSIBILITY
- Assist in development, Implementation and management of the complaint governance strategy
- and policy/procedure / guidelines to meet client satisfaction, internal and external requirements
- Answer/Listen, process and respond complaints and guide beneficiaries that seek help through
- hotlines and other channels
- Enter all complaints and feedback in the Data Storage and keep up to date records to generate
- reports anytime.
- Collect the complaints and make a daily data from other teams
- Assist in improving service delivery and liaise with respective business/operations teams on the
- development and implementation of effective remedial action sand long-term solutions
- Provide regular reports with detailed analysis on handling, and lessons learnt and influence the
- future actions of service areas to improve performance, overall client satisfaction with the
- complaint process with first time resolution
- Conduct comprehensive audits to ensure compliance with the complaint policy and standards
- Flexible working hours day shift and night shift
- Support in complaint Handling related communications and promotion through webpage, poster,
- newsletter write-ups and campaign rollout
- Monitor and feedback at high level how those complaints have been solved;
- Any adhoc assignment by line manager
- Report to Customer Experience Manager
QUALIFICATION
- Degree holder in Quality Management, Finance, Statistics or related disciplines
- At least 2 years working experience in com plaint management or business controls, preferably in
- banks or financial institutions
- Knowledge of and ability to perform quantitative analysis and data management techniques
- including database and spreadsheet applications
- Ability to apply advanced analysis methodologies, interpret and present findings in a clear, concise
- manner
- Excellent critical thinking and analysis skills, problem solving capacities
- Excellent written & spoken English & Chinese(Cantonese & Putonghua)
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
