Department Head, Complaints, Investigation and Fulfillment
2 days ago
Job Purpose
- Responsible for ensuring all customer complaints and requests are served within the service level standards to the satisfaction of the cardholder
- Develops strategies that will improve service level of complaints/requests, fulfillment and integrate the fulfillment process and strategies
- Handles complex customer complaints particularly those endorsed by BSP
- Analyzes the reports/data as a tool to improve service and efficiency of process in support to the objective of the management to promote service excellence
- Oversees various activities assigned to the division to support projects and programs of management
- Collaborates with teams across the organization to deliver the best service for our cardholders, and address customer pain points
Job Requirements
- Bachelor's Degree preferably in Psychology, Industrial Engineering or any Management degree
- Has commercial awareness, acquired by having at least three (3) years work experience in a financial institution; experience in servicing customers is a plus
- Skills necessary to be effective and enjoy the role are strong communication skills, resilience, problem solving and conflict resolution
- Strong leadership and coaching skills
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