Customer Complaint, Senior Executive

Responsibilities:Take ownership and ensure the successful resolution of customer enquiry, request, feedback, appeal and complaint.
Coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.
Ensure timely reporting, resolution of customer issues within agreed service standards.
Continuously review, identify and implement ideas for improvement to achieve customer satisfaction.
Handle escalations when required and conduct service recovery calls to customers.
Handle initial suspected fraud investigation and forward to Compliance department.
Conduct internal quality audit when required.
Attend and seek solution for customer (internal & external) and intermediaries who contact including Customer Service Hotline/ Fax/Email/ Front Desk/ Survey Calls.
Job Requirements:
Excellent written and communication skills in English to liaise with customers/agents.
Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
1 to 3 years of working experience in customer service in financial industry, preferably from life insurance industry.
Good customer handling skills and complaint/difficult customer handling experience.
Pleasant personality, proactive, good stress tolerance and ability to multi-task.
Please be informed only shortlisted candidates will be notified.#J-18808-Ljbffr