← Hanwha Life Vietnam
Complaint Handling Assistant Manager/Phó Phòng Xử Lý Khiếu Nại
Hanwha Life Vietnam · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Manager
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- Team management and development
- Responsible for the efficient and professional daily operations of the Complaint handling team, ensuring both staff performance and effective operational systems.
- Coordinate well with other departments to optimize cooperation.
- Ensure efficient administrative procedures in the team, including accurate and timely reporting.
- Develop short-term and long-term plans for the Complaint handling team to meet company goals.
- Ensure risk management.
- Set and manage annual plans and budgets for team activities.
- Review, evaluate, and improve service standards to meet or exceed customer expectations / effective support for sales.
- Plan and propose for resource allocation, staff training, and continuous improvement of operational procedures.
- Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
- Promoting a culture of high performing/ accountability/ service mindset.
- Develop and maintain team cohesion.
- Complaint handling management
- Complaint intake & classification: Receive, capture, and classify all customer complaints accurately on system.
- End-to-end case ownership: Monitor and ensure each case is handled fully, timely, and in compliance with procedures.
- Investigation & coordination: Work closely with relevant departments (CS, Legal, Claim, AC…) to verify information and identify root causes.
- Resolution & decision making: Propose fair, compliant solutions (accept /partial / reject / goodwill) and obtain required approvals.
- Customer communication: Act as the main contact point, provide clear explanations and updates throughout the handling process.
- Quality & compliance control: Ensure all cases follow company standards, regulatory requirements, and service principles.
- Reporting & analysis: Track, report complaint trends, and perform root cause analysis to drive improvements
- Other assignment
- Perform other tasks assigned relating to Complaint handling /customer service by head of department and C.Level from time to time.
Benefits
Training
Summary of facts from the official posting. View original ↗
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