Complaint Handling Assistant Manager/ Phó Phòng Xử Lý Khiếu Nại

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.

• Handle weekly/monthly/quarterly/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.

• 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.