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Mô tả
– This role has direct responsibility for the handling of customer complaints, managing the local authorities on complaints raised by customers and to conduct root cause analysis on complaints.
– The role holder is to work closely with other business units ensuring that there is timely and satisfactory resolution to customers’ issues. The role holder is also expected to raise and escalate recurring or serious issues affecting customer service to WPB Senior Management:
Customer Issues Resolution
– To resolve customers’ issues on a timely and objective manner
– To manage customers’ escalation to WPB senior management
– To engage other business units actively ensuring that customers’ issues are resolved
– To manage all customer complaints / feedback.
Root Cause Analysis on Customer Complaints
– To report the trends for senior management and to work with the different teams to build recommendations and solutions
– To report and highlight gaps that will cause risks to the business
– To work closely with all WPB stake holders in driving service improvement.
In this role, you will:
Impact on the Business / Function
– Responsible for managing the end to end process for complaints within the market
– Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics
– Ensure that all complaint letters are completed and issued in accordance with regulatory requirements
– Work with key stake holders to improve service based on root cause analysis of the voice of customers
Customers / Stakeholders
– Engage and work with stakeholders to ensure that there are timely and satisfactory resolutions to customers’ complaints
– Escalate recurring and serious gaps affecting service to avoid future occurrence
– Drive and facilitate projects in improving service
Leadership & Teamwork
– To support the WPB Senior Management in providing a high quality, customer driven, support function in complaint and service recovery management
– Maintain strong relationships with team, key partners and stakeholders.
– Using knowledge in customer service to guide other colleagues in managing customers’ issues
Operational Effectiveness & Control
– Guide Business in the overall complaint and service recovery management
– Responsible for working with WPB Senior Management to manage excellent overall customer experience
– Drive continuous improvement in customer service through customers’ issues resolution.
Yêu cầu
To be successful in the role, you should meet the following requirements:
- Minimum of 5 years proven management and customer service experience or equivalent
- Minimum of a bachelor’s degree in marketing, business, related field or equivalent experience
- Strong knowledge of the customer service concept and its impact on customer relationships
- Proven track record of communicating effectively within the organization and with customer groups
- Strong analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills
- Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization
- Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery
- Strong ability to credibly interact with senior management.
- Bằng cấp:
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