MAIN RESPONSIBILITIES

• Ensure team operate effectively and solve complaints within agreed timescales to the customer satisfaction;
• Deal with complex complaints and multi departmental issues to prevent escalations. Proactively monitor and coordinate to immediately solve the serious complaints that may lead to media crisis;
• Build and maintain collaborative working with internal departments to resolve customer complaints and ensure consistent practices;
• Monthly review customer complaint record with relevant teams (Retail, Training, Trading, DE…) to highlight issues and reduce complaint cases;
• Analyze complaint volume/ trend and make report/ highlight the trend and suggest change (if necessary);
• Support CI to review and respond negative comments from INPS and google review channels;
• Work with the Customer Service Manager to develop and implement a complaints resolution/ process and team training to ensure commitment to continuous learning from complaints;
• Organize training session for new Claim Specialist, create training material and handle training class;
• Organize team meeting to brief news or update occurred situation; update and announce all processes & scripts if have any new or changed to team;
• Assist in preparing for internal / external audits and inspections as needed;
• Prepare and submit performance reports and records: weekly and monthly to line manager (Comment & Complaint Report, Team Performance Report…);
• Set up work schedule every week, make timesheet and follow working time of staff;
• Comply with the Company’s processes, procedures, regulations, and standards;
• Do alignment about the individual KPIs with the direct line manager and ensure the target achievement;
• Strive to reach the Company’s Vision and live with our Core Values;
• Implement other tasks at line manager assigned.

REQUIREMENTS

• Bachelor’s Degree in Hospitality, Customer Services or other relevant fields
• Good communication in English (speaking, writing)
• At least 03 years of working experience in the same position, preferably with experience in Retail, store chain
• Excellent interpersonal and self-motivated
• Analytical and critical thinking skills
• Management skills
• Customer-centric attitude, customer-oriented
• Ability to identify, analyze, organize, solve issues and report problems
• Flexible shift-based working time (if required)