Complaints Resolution Specialist

1 week ago

Singapore beBeeCustomer Full time $108,000 - $144,000
Job Role: Customer Complaints Resolution Leader

As a key member of our team, you will be responsible for driving exceptional customer service and ensuring that customer concerns are addressed promptly and effectively.

Purpose of the Role:

Execute a robust customer complaint management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction.

Key Responsibilities:
  • Lead a dedicated team of customer complaint resolution specialists, providing guidance, coaching, and support to ensure all complaints are handled efficiently and in accordance with established procedures.
  • Analyse customer complaint data and identify underlying trends to address root causes and enhance the overall customer experience.
  • Collaborate with cross-functional teams and influence the development of products and processes to minimise customer complaints and optimise customer outcomes.
  • Act as a key point of contact for regulatory inquiries and audits related to customer complaint management, demonstrating our commitment to compliance and operational excellence.
People Management:
  • Provide ongoing coaching and mentoring to support individual growth and development.
  • Maintain accurate records of team performance, including attendance, training, and knowledge updates.
  • Manage team capacity, plan in advance, and hire new team members as needed.
Performance Management:
  • Own the performance of your team and deliver departmental KPIs that enable the customer complaint function to be successful.
  • Set clear quantitative and qualitative performance expectations, assess performance against KPIs, and provide regular feedback to help team members improve.
Change Management:
  • Implement process improvements to streamline workflows and reduce turnaround times.
  • Use data and analytics to identify recurring issues and root causes of customer complaints.

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