Customer Complaint, Senior Executive

Responsibilities:

1. Take ownership and ensure the successful resolution of customer enquiries, requests, feedback, appeals, and complaints.
2. Coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.
3. Ensure timely reporting and resolution of customer issues within agreed service standards.
4. Continuously review, identify, and implement ideas for improvement to achieve customer satisfaction.
5. Handle escalations when required and conduct service recovery calls to customers.
6. Handle initial suspected fraud investigations and forward to the Compliance department.
7. Conduct internal quality audits when required.
8. Attend to and seek solutions for customers (internal & external) and intermediaries who contact through Customer Service Hotline, Fax, Email, Front Desk, Survey Calls, etc.

Job Requirements:

1. Excellent written and communication skills in English to liaise with customers/agents.
2. Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
3. 1 to 3 years of working experience in customer service in the financial industry, preferably from the life insurance industry.
4. Good customer handling skills and experience in managing complaints/difficult customers.
5. Pleasant personality, proactive, good stress tolerance, and ability to multi-task.

Please be informed that only shortlisted candidates will be notified.