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Job Duties:
*Handle customer complaints and written enquiries received via different sources
independently and review verbally resolved complaints in accordance with documented
procedures within standard turnaround time with high quality output
*Being the central point in liaising with all external and internal related parties in
complaint handling and communicate with complainants, both in written or verbal, to
resolve the complaint properly so as to minimize the reputation risk of the company.
*Reports to the Customer Care Manager to ensure all complaints have been sufficiently
investigated, analysed and escalated where necessary
*Conduct thorough investigation independently and identify the root cause and review
the effectiveness of preventive measures and provide recommendations for business
improvements where appropriate
*Monitor and follow up action items with relevant parties to ensure timely
implementation
*Keep monitoring the progress of the investigation of the complaint in order to catch up
the service turnaround time
*Assist in arranging and providing training and sharing sessions to relevant parties to
uphold complaints handling skills
