In this role, you will uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers’ complaints in an independent, effective and prompt manner. You will also develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
What you will do:
- Handle end-to-end process of complaints escalated by internal and external parties within the service delivery standards.
- Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainant
- Able to manage demanding/difficult complainants
- Handle face-to-face meetings, telephone contacts and written communications with complaints
- Effective liaison with colleagues from other departments that support investigation and service recovery process
- Identify critical issues of the complaints received and provide feedback to the department concerned and/or management for review and improvement
- Support in representing the Company to handle end-to-end process of customers’ dispute through mediation and adjudication at Financial Industry Disputes Resolution Centre Ltd (FIDReC)
- Submit complaints management related reports on a timely basis
- Attend to enquiries/feedback received at the various customer service touch points.
- Provide and suggest process improvement in alignment to organization Technology, Digital and Analytic (TDA) direction.
- Handle internal and external audits on complaints data and work on proposed improvement if any.
- To undertake ad-hoc tasks and projects assigned by Head, Customer Experience
What you will need:
- Degree holder, with a minimum of 5 years Customer Management preferably with insurance/employee benefits knowledge.
- Possess excellent capabilities in following up, prioritization and multitasking
- Able to work in fast-paced environment and work within tight timelines
- Result oriented personality is essential
- Good interpersonal and communication skills
- Good teammate
