Officer / Senior Officer-Complaint Management

Workplace Type

Full-time

Job ID: IJOB202660491

• Manage and resolve customer complaints through effective coordination with relevant departments.
• Investigate complaints, identify root causes, and ensure timely and appropriate resolution.
• Ensure complaint SLA/TAT compliance and proactively follow up on pending cases.
• Monitor and maintain individual/team productivity and service quality.
• Handle escalated and sensitive customer issues professionally.
• Maintain proper complaint documentation and ensure timely case closure.
• Prepare complaint reports, MIS, and analysis for management review.
• Identify recurring complaints and process gaps and recommend improvement opportunities.
• Coordinate with cross-functional teams for effective resolution of customer issues.
• Provide roster-based support at the Customer Experience Zone, gaining exposure to customer-facing activities and different departmental operations.
• Support audit, compliance, and other departmental requirements.
• Perform other duties assigned by management.