Executive – Customer Service (3 Month Contract)

Job Responsibilities:

1. Attend to customer complaints received from Regulatory Bodies and provide responses/updates within the agreed timeline. Communicate with the Process Owner to identify root causes and ensure corrective/preventive action is taken accordingly.
2. Ensure the operation is in compliance with internal policies and guidelines as well as regulatory requirements.
3. Carry out daily operations of all customer complaints received via Regulatory Bodies, including investigating the validity of the complaints and liaising with the relevant process owner for resolution.
4. Follow up and timely record feedback to ensure that the status of the feedback is updated.
5. Organize ad-hoc departmental meetings to find solutions when regular complaints arise for similar issues.
6. Update, maintain, and monitor the customer complaint folder to ensure cases are resolved within the benchmark.
7. Carry out necessary administration, filing documents, and records for the Regulatory Complaint Unit.
8. Ensure that all external communications materials conform to corporate standards.
9. Compile weekly, monthly, and semi-annual reports for Management.
10. Assist in the implementation of Service Development Projects, including customer satisfaction surveys, service breakthrough programs, and other projects deemed necessary.
11. Handle any other matters deemed necessary by the Management.

Requirements:

1. Diploma or Bachelor’s Degree holder with a minimum of 3 years’ experience in customer service/Contact Centre background.
2. Proficient in Customer Service and Customer Complaint handling skills.
3. Strong product knowledge skills and analytical skills.
4. Independent, result-oriented with well-developed problem-solving skills.
5. Ability to effectively prioritize and execute tasks in a high-pressure environment.
6. Good letter writing and interpersonal skills.
7. In-depth knowledge in customer service operations and prior project management experience will be an added advantage.
8. Applicants must be willing to work in Segamat.