Resolution Officer, CCO - CSS Resolution MY

Responsibilities

• Attend, follow through to resolve customer’s complaint related to department issue within turnaround time
• Communicate with Customer Resolution Unit (CRU) to send holding letter to customer if complaint required investigation
• Liaise with related department/party in solving customer’s complaint
• Ensure each complaint is responded, tracked, logged, attended, resolved and closed within the turnaround time
• Update Collection System all status of the complaint
• Highlight noncompliance cases to manager to mitigate noncompliance risk
• Forward monthly compilation of complaint tracking report to CRU
• Ensure all customer correspondence are made timely within turnaround time
• Track daily, weekly and monthly reports and provide regular feedback to further improve the existing process within the department
• Answer all incoming calls within 3 rings
• Revert all incoming emails within ...