Job Responsibilities
- Attend to customer complaints received from Regulatory Bodies and provide responses/updates within the agreed timeline, communicate with the Process Owner to identify root causes, and ensure corrective/preventive actions are taken accordingly.
- Ensure the operation is in compliance with internal policies and guidelines as well as regulatory requirements.
- Carry out daily operations of all customer complaints received via Regulatory Bodies, including investigating the validity of the complaints and liaising with the relevant process owner for resolution.
- Follow up and timely record feedback to ensure the status of the feedback is updated.
- Organize ad-hoc departmental meetings to find solutions when regular complaints arise for similar issues.
- Update, maintain, and monitor the customer complaint folder to ensure cases are resolved within the benchmark.
- Carry out necessary administration, filing documents, and records for the Regulatory Complaint Unit.
- Ensure that all external communication materials conform to corporate standards.
- Compile weekly, monthly, and semi-annual reports for Management.
- Assist in the implementation of Service Development Projects including customer satisfaction surveys, service breakthrough programs, and other projects deemed necessary.
- Any other matters deemed necessary by Management.
Minimum Requirements
- Diploma or Bachelor’s Degree holder with a minimum of 3 years’ experience in customer service/Contact Centre background.
- Proficient in customer service and customer complaint handling skills.
- Strong product knowledge and analytical skills.
- Independent, result-oriented with well-developed problem-solving skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good letter writing and interpersonal skills.
- In-depth knowledge in customer service operations & prior project management experience will have an added advantage.
- Applicants must be willing to work in Segamat.
Vacancy posted 5 days ago
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