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Complaint Handling Assistant Manager

1 month ago

Ho Chi Minh City, Vietnam Công ty TNHH Bảo hiểm Hanwha Life Việt Nam Full time

**Mô tả công việc**:
(Mức lương: Thỏa thuận)
Complaint Handling and Controlling: 60%
- Responsible for the smooth daily operation of Complaint Handling;
- Control TAT of complaints in TAT;
- Ensure the service levels and quality standards are being met consistently across all teams.
- Work across departments / functions for solution to ensure the complaint solved.
- Review to sure all complaints from Customers are solved exactly, suitable & follow closely with Company process/ regulation.
- Ensure all complaint’s documents are stored/uploaded fully, compile with internal and external government regulations.
- Hanlde weekly/monthly/quartly/yearly complaint reports.

Complaint - Competence - 30%
- Responsible for developing and implementing improvements to current process(es) to enhance service quality and client experience in complaint handling.
- Propose and develop measurement tools, initiatives, or technology to enhance the operational effectiveness of Complaint Handling.
- Track and measure productivity and compared to benchmarks, find ways to increase productivity
- Ensure the internal and external regulations governing the assigned business.

Others - 10%
- Training, coaching for CC and CS staffs in complaint handling to ensure skills and knowledge effectively developed.
- Join other tasks/projects with defined timeline as assigned by line manager / Dept. Head.

**Chức vụ**: Trưởng Nhóm/Trưởng Phòng

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Laptop
- Chế độ bảo hiểm
- Du Lịch
- Phụ cấp
- Chế độ thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Tăng lương
- Nghỉ phép năm

**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:

- Bachelor’s degree
- At least 5-year experience in managing Customer Service, Complaint handling is preferred.
- Demonstrate accuracy and thoroughness. Work in an organized manner.
- Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.
- Skills: Professional in Customer Service, Problem-solving, Presentation, Negotiation, Time management, Project management, Leadership skill.
- Strong communication skills: writing, speaking and listening
- Work closely with the Customer Services and Operations / others team and a wide range of Head Office staff for daily processing.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,Quản Lý Chất Lượng (QA/QC),Vận Hành/Sản Xuất

Đại Học
Không yêu cầu

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