Chuyên Viên Giải Quyết Khiếu Nại

Job Description

• Check complaint accuracy and content, correct information to process the complaint;
• Gather data, investigate, analyze and evaluate other information alongside the complaint to identify possible solution proposals;
• Coordinate with internal departments to handle handling complaints/ negative comments and effectively solve customers’ issues within service level agreement;
• Quickly and thoroughly respond to customer complaints/ negative reviews with a focus on transforming any negative experience into a positive one by building trust and rapport, and offering timely and effective resolutions that satisfy customer expectations;
• Work with dissatisfied customers to resolve any difficulties or complaints by proactively reaching out and offering customer-focused solutions and demonstrating an elevated level of attention, care, and follow through;
• Ensure that the customer complaint complies with all relevant procedures and are closed appropriately;
• Raise any escalated customer concerns to the next level of management if any;
• Manage and record complaint files and databases for all customer complaints, according to established company procedures;
• Support CI to review and respond negative comments from INPS and Google review channels;
• Complete all required training courses to expand knowledge and performance level;
• Support claim supervisor to improve complaint process if possible and maintain knowledge of all products, compliance rules, and operations;
• Comply with the Company’s processes, procedures, regulations, and standards;
• Implement other tasks at line manager assigned.