Complaint Resolution Specialist

2 weeks ago

Singapore MANADR PTE. LTD. Full time
Complaint Resolution Officer

MaNaDr PTE. LTD. is seeking a highly motivated and detail-oriented Complaint Resolution Officer to join our team. As a key member of our operations team, you will be responsible for investigating and resolving customer complaints in a fair and timely manner.

Key Responsibilities:
  • Investigate complaints thoroughly to understand the issues from both the customer's and service provider's perspectives.
  • Mediate between disputing parties to try to resolve complaints informally.
  • Recommend appropriate solutions based on investigation findings if an informal resolution is not possible.
  • Communicate effectively with customers, service providers, and internal departments to gather information and explain outcomes.
  • Draft documents related to investigations, including summaries, reports, and resolution plans.
  • Administer Codes of Conduct and identify emerging issues or trends in complaints.
  • Determine customer eligibility for refunds by following the company's terms and guidelines.
  • Communicate with customers, service providers, and internal departments to handle refund requests.
  • Execute pre-refund processes to assist the Finance Department and obtain sufficient refund details via email.
  • Escalate cases to Finance when necessary.
  • Respond to refund-related emails and escalated cases promptly.
  • Handle inquiries from internal departments related to complaints and refunds.
  • Work with internal departments to process refunds for clients or patients efficiently.
  • Foster a positive work environment by ensuring that all tasks and transactions follow the company's standard operating procedures.
  • Collaborate closely with the Customer Care team to manage refund cases and policies.
  • Improve operational systems, processes, and policies to support better management reporting and information flow between Operations, Finance, IT, and management.
  • Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
  • Provide training and support to team members on complaint resolution processes and best practices.
  • Develop and maintain training materials and documentation for complaint handling and refund processing.
  • Conduct regular audits of complaint handling and refund processing to ensure compliance with company policies and regulatory requirements.
  • Monitor and report on key performance indicators (KPIs) related to complaint resolution and refunds.
  • Analyze customer feedback and complaints to identify root causes and areas for improvement.
  • Provide insights and recommendations to management based on trends and patterns in customer complaints.
  • Engage with key stakeholders to ensure alignment on complaint resolution strategies and initiatives.
  • Represent the complaint resolution function in cross-functional meetings and projects.
  • Identify potential risks related to complaint handling and refund processing and develop mitigation strategies.
  • Ensure that all actions taken are in compliance with legal and regulatory requirements to minimize risk to the company.
Requirements:
  • Minimum of 3 years of experience in a related field, such as customer service, complaint resolution, or dispute management.
  • Experience in a healthcare or telemedicine environment is an advantage.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Proficient in using CRM systems and other customer service software.
  • Ability to handle sensitive information with confidentiality and professionalism.
  • Strong organizational and multitasking skills.
  • Empathetic and patient-centered approach.
  • Strong commitment to resolving customer issues and improving customer satisfaction.
  • Ability to work collaboratively with a diverse team.
  • High level of integrity and ethical standards.

Interested applicants, please apply with an updated resume and expected salary. We regret that only shortlisted candidates will be notified.

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