Customer Complaint Management Specialist

Responsibilities:

• Monitor complaints and work to reduce the number of complaints
• Create and ensure regular reports to management regarding the handling and volume of complaints
• Ensure that all Customer Complaints and complaints from all channels are answered effectively
• Coordinate and work together with dealer, other department and related parties in complaint settlement process
• Handle complaint and severe complaints by direct communication and customer facing
• Provide complaint resolution and approach/negotiate with customer to achieve win-win solution
• Understand the reason and factors behind complaints and work to resolve customer issues
• Provide feedback to other departments as countermeasure to prevent similar complaints
• Develop and manage Complaint Management System
• Ensure customers are provided with the best quality service as to maintain customers loyalty

Requirements:

• Bachelor's degree in any major with a minimum 3 years of experience in handling customers
• Has good experience in customer service, customer facing, and managing severe complaints
• Strong communication and negotiation skills across various level
• Proficiency in Microsoft Office and database systems
• Experience in the automotive industry and technical knowledge is a plus