This role is responsible for managing customer complaints, identifying root causes, and driving effective resolutions while advocating for continuous service improvements. You will play a key role in enhancing Etiqa's customer experience by ensuring every customer interaction is handled with care, professionalism, and a commitment to delivering service excellence.
Responsibilities:
- Manage customer complaints by acknowledging, registering, and coordinating with relevant business units to ensure timely resolution in accordance with agreed service levels (SLA), while providing regular updates to customers.
- Monitor and follow up on complaint cases through to resolution, highlighting critical issues to the respective process owners and ensuring all customer interactions are handled professionally.
- Analyse customer complaints to identify root causes and recurring trends, and work with business units to implement corrective and preventive actions that improve processes and service quality.
- Maintain accurate complaint records and case updates in the eCRM system, ensuring complete documentation, timely tracking, and the preparation of complaint and customer advocacy reports for management and regulatory purposes.
- Support customer advocacy initiatives by recommending improvements to products, services, and processes based on customer feedback to enhance the overall customer experience.
Requirements:
- Possess a Bachelor's degree in any relevant discipline. Fresh graduates or candidates with 1–2 years of relevant working experience are encouraged to apply.
- Possess experience in the financial services industry, with exposure to customer complaint handling or insurance operations. Experience in the insurance or takaful industry is an added advantage.
- Possess knowledge of business process improvement or continuous improvement practices, which will be an added advantage.
