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.