Complaint Handling Senior Manager (Insurance & Banking)

International award-winning executive expert Monroe Consulting is recruiting on behalf of a International Insurance company. As the business expands massively, our client is seeking for an experienced Complaint Handling Senior Manager. The job is open for Vietnamese only, the candidate will be based in HCM.

Job Responsibilities:

  • Responsible for Complaint Handling to help customers better understand the company's rules for service recovery and prevent doubts and negative thoughts of service/products of the Company.
  • Support subordinates on the handling of complaints and recovery service; on investigation techniques and carrying out root cause analysis and writing statements
  • Collaborate with Crisis Handling, Public relations, Customer Experience, Legal, Market Conduct, Operations, & Customer Service nationwide to review process and customer service propose sound, valid and resolutions to handle crisis, significant complaints (to third party Press, media, Consumer's Protection association…) to recover customer service, build the trust and enhance business quality.
  • Assist in the development and management of procedures and policies for complaints.
  • Deliver complaints handling and customer care training and support education initiatives.
  • Facilitate complaint resolution meetings.
  • Other tasks assigned by the Line manager or Company's management (if any).

Job Requirements:

  • Experience in Complaint Handling/ Complaint Management/ Customer Care/ Customer Experience with at least 2 years in a management position from MNC, preferably in Insurance/Banking/Consumer Finance/ Ecommerce
  • Having customer-centric mindset: Listen actively, investigate into each case seriously to understand the problem in order to take appropriate actions. Handle complaints promptly and efficiently and with care.
  • Having strong critical thinking and Problem-Solving Skills: Have good analysis thinking, judgment and solve customer issues.
  • Having Social and press/media knowledge is a plus
  • English proficiency is a must