Giám Sát Xử Lý Khiếu Nại

Organize team meeting to brief news or update occurred situation; update and announce all processes & scripts if have any new or changed to team;
Support CI to review and respond negative comments from INPS and google review channels;
Deal with complex complaints and multi departmental issues to prevent escalations. Proactively monitor and coordinate to immediately solve the serious complaints that may lead to media crisis;
Work with the Customer Service Manager to develop and implement a complaints resolution/ process and team training to ensure commitment to continuous learning from complaints;
Prepare and submit performance reports and records: weekly and monthly to line manager (Comment & Complaint Report, Team Performance Report…);
Set up work schedule every week, make timesheet and follow working time of staff;
Assist in preparing for internal / external audits and inspections as needed;
Analysis complaint volume/ trend and make report/ highlight the trend and suggest change (if necessary);
Build and maintain collaborative working with internal departments to resolve customer complaints and ensure consistent practices;
Monthly review customer complaint record with relevant teams (Retail, Training, Trading, DE…) to highlight issues and reduce complaint cases;
Ensure team operate effectively and solve complaints within agreed timescales to the customer satisfaction;
Organize training session for new Claim Specialist, create training material and handle training class;

At least 03 years working experience at same position, preferably with experience in Retail, Stores chain
Good communication English (speaking, writing)
Bachelor Degree
Flexible shift- based working time (if required)
Customer- centric attitude, customer oriented, management skills

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Cập nhật gần nhất lúc: 2024-03-12 01:35:33