Complaint Handling Manager
Công ty TNHH BHNT Prudential Việt Nam
Hồ Chí Minh, Việt Nam
6 ngày trước

Responsibilities

  • To provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements
  • To work closely with Crisis Handling, Public relations, Customer Experience, Legal & Compliance, Operations & Franchise to review process and customer service propose sound, valid and resolutions to handle crisis, significant complaints (to third party Press, media, MOF / ISA, Consumer’s Protection association ) to recover customer service, build the trust and enhance business quality.
  • To assist in the development and management of procedures and policies for complaints.
  • To develop and deliver education and training in relation to complaints handling and customer care support education initiatives.
  • Facilitation of complaint resolution meetings.
  • Others : to be assigned by the Line manager or Company’s management (if any)
  • Requirements

  • Customer-centric mindset : Listen actively, investigate into each case seriously to understand the problem in order to take appropriate actions as per required by company regulation.
  • Handle complaints promptly, thoroughly and efficiently and with care.

  • Leadership Skills : Customer handling managers will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
  • Patience : Having patience and staying polite, even in stressful situations is helpful.
  • Problem-Solving Skills : Solve customer issues, sometimes without seeing the actual problem first hand.
  • Communications skills : excellent at verbal and writing skills in Vietnamese.
  • Social and press / media knowledge : will be preferrable.
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