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Complaint Handling Assistant Manager/Phó Phòng Xử Lý Khiếu Nại

Hanwha Life Vietnam · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
Ngành nghề khác
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • 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.

Quyền lợi

Đào tạo

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