Complaint Handling Senior Supervisor

This role is designed to supervise complaint handling team.
Key challenge of this role:
 Build a strong complaint handling team, which can resolve customer complaint and deliver excellent services to customers, bring back customer satisfaction and retention.
 Ensuring complaint handling team operate effectively.
 Analysis complaint volume/ trend and make report/ highlight the trend and suggest change (if necessary).
Please describe which parties are usual contact in their role including internal or external parties and describe the nature of communication with these parties: Customers, Sale channels, Cross department, Legal& Compliance, Service providers.
Main Responsibility:
 Lead complaint handling team
 Ensure smoothly operation for daily activities of the team: Complaint handling, company correspondence via complaint, email, websites, media.
 Provide training/ coaching to staffs.
 Co-operating and maintaining relationships within Department, related Departments, Government Offices & Stakeholders (if any).
 Making periodical reports.
 Support Division targets and Company objectives as and when assigned by Manager.