Job Description
- Ensure timely acknowledgment and resolution of complaints while keeping complainants informed throughout the process
- Lead root cause analysis and in-depth investigations to understand issues and drive resolution, particularly for high-severity complaints
- Coordinate with cross-functional teams to gather accurate information and ensure effective case resolution
- Monitor the implementation of corrective actions and improvements to enhance overall customer experience
- Maintain proper documentation of complaint outcomes and ensure reporting is accurate and timely for management review
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Provide guidance to the complaint handling team, fostering high performance, motivation, and continuous development ensuring complaint handling meets expected service standards
- Bachelor’s or Master’s degree in any field
- 0 – 3 years of work experience; prior experience in front-line customer service is a plus
- Strong communication and interpersonal skills, including active listening, effective questioning, conflict resolution, and a good command of English
- Demonstrated problem-solving and leadership abilities
- Comfortable working with data and numbers
- Ability to work efficiently in a dynamic, fast-paced, and diverse environment
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