Improve the structure around customer resolution and complaint management.
Provide a comprehensive, sensitive but effective complaint service for all service areas; working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes.
Promote the work of the Customer Experience team across the organization, with senior managers and Members in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organization.
Allocate work to the team and approve work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance standards.
Ensure effective performance monitoring and evaluation of action plans and other initiatives relating to the service team and to oversee the performance indicators detailed within handling complaint, collating and managing all the data needed for accurate monitoring of processes.
Bachelor graduate, major as Business Administration; Economics or relating area.
At least 02 years’ experiences working in the same level.
Excellent communication skills, critical thinking.
Good at process oriented in handling customer complaint.
Excellent troubleshooting abilities.
Must have a genuine concern for customer complaints and work with dedication towards finding solutions.