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Senior Customer Complaint Handling

Head Office, Phnom Penh
Application deadline
February 11, 2023

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 are in the Data Storage and keep records up to date in generating reports anytime.
  • Collect complaints and make a daily data from other teams.
  • Assist in improving services delivery and liaise with respective business/operations teams on the development and implementation of effective remedial actions and long-term solutions.
  • Provide regular reports with detail analysis on handling, 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 complaint management or business controls, preferably in banks or financial institutions.
  • Ability to perform quantitative analysis and data management techniques including database and spreadsheet applications.
  • Ability to apply advanced analysis, interpret and present findings in a clear, concise manner.
  • Excellent critical thinking and analysis skills, problem solving capacities.
  • Excellent written & spoken English & Chinese.
  • Good attitude, strong interpersonal & communication skills.
  • Able to work under pressure & meet deadlines.
  • Strong in Excel, Access and proficiency in the use of MS Office.

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