• To establish a SOP as guided by the Customer Complaints Handling Procedures • Handle escalated complaints from front liners and other parties. • Handle customer complaints and conduct root cause analysis for continuous improvement in operations, processes and service delivery. • Handle complaints that require special attention. E.g. involving local Regulators, Senior Management Team, social media, and serious complaints. • Investigate and provide solutions to customers' problems, which may be complex or long-standing problems that require special handling • Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus. • Manage and keep accurate records of discussions or correspondence with customers • Develop feedback or complaints procedures for customers to use • Develop/enhance customer service procedures, policies and standards for the organization • Explore with other managers to discuss possible improvements to customer service • Develop training plans and conduct training/briefing/best practice sharing to complaint handling staff. • Guide and coach complaint handling staff on resolving complaints at first contact • Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines • Create customer loyalty through the delivery of unrivalled customer service • Collaborate with various departments such as Customer Experience, Product, Sales, and Compliance to develop preventive measures that will reduce complaints. • Act as an independent party to ensure that complaints are handled objectively and complainants are treated fairly. • Reporting and highlighting serious complaints to the relevant parties. • Provide monthly reporting to Senior Management Team. • Perform other tasks as assigned by management from time to time

• Bachelor degree in Business related field is preferred • Over 3-5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards • Customer service background • All levels of staff, management and sales force • Possess customer-oriented personality • Excellent interpersonal, communication and problem solving skills • Demonstrate initiative, commitment, and responsibility • Attention to details and accuracy • Statistical analysis and presentation of complex information • Innovator with a positive “can do” attitude and a positive attitude to change • Computer literate in MS Word, Excel and PowerPoint