Executive, Customer Experience (Complaint)

Overview

Executive, Customer Experience (Complaint) responsible for managing and resolving customer complaints efficiently and professionally, ensuring compliance with regulatory standards while maintaining customer satisfaction and trust.

Responsibilities

• Receive, log, and acknowledge customer complaints through various channels (phone, email, letters, etc.).
• Investigate complaints by liaising with relevant departments such as Claims, Underwriting, and Legal.
• Analyze complaint trends and identify root causes to recommend process improvements.
• Ensure all complaints are handled in line with company policies, regulatory standards, and service level agreements (SLAs).
• Draft clear, empathetic, and accurate written responses to customers.
• Maintain accurate records of all complaints and actions taken.
• Escalate complex or unresolved complaints to senior management or the appropriate authority.
• Support internal and external audits related to complaint handling.
• Provide regular reports and insights on complaint trends and resolution performance.
• Assist the secretariat for CRM Projects and deliverables including Customer Service Charter, BNM CURE, etc.
• Administrative duties include SSPR and stationery requisition.
• Ensure Standard Operating Procedures (SOPs) related to complaint handling are regularly reviewed and updated.
• Perform any ad hoc duties assigned by management to support departmental goals.

Qualifications & Experience

Details

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