Responsibilities
- Manage and resolve escalated complaints received through multiple channels within defined timelines
- Review case findings and provide independent, objective recommendations on appropriate resolutions
- Coordinate service recovery actions with stakeholders and internal teams
- Handle complex or high-priority cases, including those involving external dispute resolution where required
- Analyse complaint trends and identify root causes to drive continuous improvement
- Recommend process enhancements and preventive measures to reduce recurrence of issues
- Prepare regular reports, including complaint statistics, trend analysis, and insights for senior stakeholders
- Support projects and initiatives related to customer experience and service improvement
- Collaborate with cross-functional teams to ensure consistent and effective issue resolution
Requirements
- Prior experience in customer service, complaint handling, or a related function
- Must be comfortable working in a role primarily handling customer complaints
- Strong communication skills, both written and verbal
- Analytical and problem-solving abilities with sound judgement
- High attention to detail and accuracy
- Ability to manage sensitive situations with professionalism and empathy
- Adaptable, proactive, and able to work independently in a fast-paced environment
- Proficiency in standard productivity and reporting tools
- Bachelor's degree or equivalent practical experience
- Proficiency in English (additional languages are an advantage)
This is a contract role based in Singapore.
