Job Details
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Job Description
- Manage the resolution of customer complaints within agreed time frame.
- Ensure the registration of incoming complaints through the different channels in the system according to agreed standards.
- Gather relevant information to allow correct complaint decisions to be made.
- Ensure that policies and procedures related to customer complaints are followed and are adhered to and properly documented.
- Liaise with concerned persons in operation to resolve customers issues within agreed time frame.
- Escalate unresolved issues/complaints to higher management levels according to policy and procedure.
- Ensure concerned persons/bodies are kept informed throughout the complaint process.
- Play the fair customer advocate.
- Ensure that information about how and where to complain is kept up to date and available at all service delivery points.
- Prepare and distribute periodic reports & statistics on complaints to concerned persons and management in operation.
- Identify areas for improvements, suggest actions and discuss implementation plans with the concerned persons.
Job Requirements
Minimum Qualifications:
- Bachelor’s degree in relevant field or equivalent.
Minimum Experience:
- 1-3 years in complaint handling, Customer Service or CRM
- Experience of working with a range of internal and external stakeholders, local & foreigners.
Job specific Skills:
- Highly motivated and flexible
- Reliable and can work effectively under pressure
- Customer oriented/focused.
- A good team player
- Ability to think critically, devising constructive and innovative suggestions for improvement
- Details oriented and commitment to high standards
- Positive professional attitude
- Good knowledge of business English in word and writing.
