· To accept circumstances and team as a leader of total Complaint staff in order to monitor and enhance individual or team performance, and to take appropriate and correct action accordingly
· To take all measures of complain registrations and device the SOP of complaint Department with HR
· Hand on experience in call handlings, gathering customer feedbacks, security check on all outgoing and incoming calls for recovery process
· To understand all the reason behind customer complaints and steps towards their solutions
· To liaise with clients on a weekly or monthly basis about company installments and report to business partner on the level of customer complaint resolutions.
· To ledge all the complaints or red graded complains through filing with the collaboration of Recovery Department
· To be in associate with upper management about all the complains and how it can be improve or solve more properly
· To review all the outgoing or ingoing calls to get check on staff’s response against complain handlings
· To participate in all ongoing or upcoming training programs on employee development or any other demanded.
· To lead a team in order to enhance company customer centricity
· To support all the legislative activities inbound or outbound of department
· Monthly Departmental report to HR Department by 10th of every month