Expert, Customer Complaint Management

Job Purpose

The job holder responsible for directly dealing with customer complaints in Customer Complaint Management

Key Accountabilities (1)

1. Coordinate with other departments to implement activities to prevent bad experiences leading to complaints of customers.
- Putting assessment and prevention of customer complaints into standards and principles applied in all processes and operations of the Bank.
- Directing the identification of problems and weaknesses of the system from customer complaints and recommending adjustments to prevent complaints of similar nature

Key Accountabilities (2)

2. Organize the documents, instructions, mechanisms, scenarios, standards to effectively implement the settlement of customer complaints, improve experience, towards customer satisfaction
- Develop policies, regulations and guidelines on management of customer complaints of the Bank
- Provide a mechanism and scenario to deal with the problems customers encounter on a large scale; external/internal influences affecting the interests and experience of customers
- Implement activities to promote and improve the capacity of employees in preventing and resolving customer complaints

Key Accountabilities (3)

3. Negotiate settlement of serious complaints
- Directly deal with serious complaints and inquiries on the basis of agreement with the Director of Customer Complaints Resolution
- Coordinating with the Director of Customer Complaints to report periodically or adhoc at the request of the Board of Directors
- Organize the monitoring and storage of all customer complaint data in the bank

Success Profile - Qualification and Experiences

Qualification:
- Bachelor's degree in Law/Economics/Marketing
Experience:
- Minimum 7 years of experience in marketing/finance/banking/law related positions
- Prior experience working in regulations, policies...
English: minimum TOEIC 550 or equivalent