Assists the Department Head in handling the resolution of customer complaints, inquiries and follow ups thru email and CRM facility by ensuring timely fulfillment based on agreed SLA, accurate documentation, and compliance with the internal policies and regulatory policies.
Oversees the end-to-end handling of customer, internal and regulatory complaints, ensuring timely resolution in accordance within SLA.
Ensures completeness and accuracy of daily extraction of CRM and complaints thru random sampling.
Oversees timely review of Never Receive Cards (NRI), Card swap/fraud Incident and BSP complaints cases, required advisories/follow-ups to couriers.
Leads and participates in the project and UAT for CRM and Complaints related.
Job Requirements
Bachelor's degree holder; preferably graduate of business-related course
Has 3-5 years of work-related experience in Card Delivery, Customer Service, Logistics or in Operations
At least 3 years of experience in people management and dealing with vendor/s
