Complaint Handling Assistant Manager/Phó Phòng Xử Lý Khiếu Nại

Key Accountability

1. 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.

2. 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

3. Other assignment

• Perform other tasks assigned relating to Complaint handling /customer service by head of department and C.Level from time to time.

Yêu cầu công việc

• University graduate.

• Open-minded and have a good spirit of cooperation.

• Service mindset: Always prioritize customer experience. Ability to analyze and understand customer behavior and desires / expectations.

• Strong leadership and management skills.

• 5 years of experience in Complaint handling or related field.

• Proficiency in MS Office, data analysis.

• Good at English.

Quyền lợi

• Thưởng: Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Chăm sóc sức khoẻ: Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Nghỉ phép có lương: 16 Annual leaves.
• Khác: Gifts for newcomers and on special occasions. Modern facilities in the spacious office.