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.