职位描述

Record, acknowledge, and handle customer complaints in compliance with agreed service standards and regulatory deadlines.
Perform thorough investigations into complaints to detect root causes and suggest suitable remedies.
Take full responsibility for complaints from receipt to resolution, maintaining a satisfactory customer experience throughout.
Conduct in-depth root cause analysis and deliver meaningful insights to aid business process enhancements.
Work closely with internal teams and stakeholders to gather necessary information and ensure timely complaint closure.
Recognize complaint patterns and propose recommendations for process improvements and preventive measures.
Assist colleagues in managing complaint caseloads and meeting internal performance benchmarks.
Adhere strictly to company policies and applicable regulatory standards in all complaint handling activities.

Background in Financial Services, Insurance, or Banking sectors.
Demonstrated experience in customer service and complaint resolution.
Strong verbal and written communication capabilities.
Proficient in analytical, investigative, and problem-solving skills.
Competent in identifying fundamental issues and recommending improvements to processes.
Customer-focused mindset combined with empathy and professionalism.

Complaint Handler