Complaints Management Lead

1 week ago

Singapore beBeeCustomer Full time $77,500 - $110,000
Job Role:

As a seasoned professional, you will play a pivotal role in spearheading the resolution of customer complaints. You will be responsible for creating and implementing strategies to enhance the overall quality of responses, thereby driving improvements in customer satisfaction.

Key Responsibilities:

1. Develop and execute robust complaint management strategies aligned with regulatory standards.
2. Provide guidance, coaching, and support to team members to ensure efficient handling of complaints.
3. Analyze complaints data to identify underlying trends and root causes, driving targeted process improvements and service enhancements.
4. Collaborate with cross-functional teams to influence product development and minimize complaints.
5. Serve as a subject matter expert on complaints management, providing guidance on best practices and regulatory requirements.

Requirements:

1. At least 2 years of experience in leadership or supervisory roles.
2. In-depth knowledge of complaints processes, standards, and best practices is necessary.
3. Strong analytical and problem-solving abilities are crucial for identifying issues, root causes, and opportunities for improvement.
4. Ability to communicate effectively with stakeholders and team members.
5. Proven track record of driving continuous improvement and enhancing customer experience.

What We Offer:

1. Opportunity to work in a dynamic and collaborative environment.
2. Chance to make a meaningful impact on customer satisfaction and loyalty.
3. Professional growth and development opportunities.
4. Recognition and rewards for outstanding performance.

How to Succeed:

1. Stay up-to-date with industry trends and best practices in complaints management.
2. Continuously evaluate and enhance operational delivery of complaints to drive improvements in customer experience and compliance.
3. Foster a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing.
4. Advocate for proactive communication and customer-centric approach to complaints handling.

We Value:

Diversity, equity, and inclusion. We believe that diverse perspectives and experiences are essential for driving innovation and excellence.

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