Responsible for managing and resolving complex customer complaints, ensuring fair and timely solutions, and driving service improvements based on root cause analysis. Acts as a senior escalation point and mentor within the complaints handling team, ensuring adherence to regulatory requirements and internal policies.Plan, implement, complete tasks, plans, assignments assigned byCustomer Service Managerwithin timeline and allocated budget
Key Responsibilities:
Complaint Handling & Resolution
- Receive, investigate, and resolve escalated complaints from multiple channels (office, phone, email, app, social media).
- Ensure all complaints are handled in compliance with internal service standards and regulatory requirements.
- Provide clear, empathetic, and timely communication to customers on resolution progress and outcomes.
Root Cause Analysis & Process Improvement
- Conduct in-depth root cause analysis for recurring or complex issues.
- Collaborate with cross-functional teams (Operations, Risk, Product, IT) to address systemic issues and prevent recurrence.
- Recommend process changes, policy updates, and staff training needs to improve customer satisfaction.
Reporting & Compliance
- Maintain accurate records of all complaint cases in the CRM/complaints management system.
- Prepare periodic reports on complaint trends, resolution turnaround times, and customer satisfaction levels.
- Make periodic reports on the reception and handling of complaints and other reports as assigned by superiors.
- Coordinate with the Quality Management department to control the quality of communication and professional handling of subordinates; handle, correct when errors, violations ... to ensure customer satisfaction.
- Ensure all complaint-handling activities meet regulatory and audit requirements.
Team Support & Coaching
- Act as a subject-matter expert for junior complaint handling staff.
- Provide coaching, feedback, and guidance to improve case handling quality.
- Support the training of new staff on complaint-handling procedures and best practices.
Requirements:
- Bachelors degree in Business Administration, Finance, Law, or related fields.
- Minimum 35 years of experience in customer service, complaints handling, or service recovery, preferably in banking/financial services.
- Proven track record in resolving complex customer issues.
- Excellent on applying technology to the business requirements.
- Proficiency in computer skills.
- Excellent in team-work.
- Ability to work under high pressure.
- Fluent in Vietnamese & be able to use English as a second language.
Benefits for this position
- Competitive compensation including a 13th-month wage and up to 3 months of performance-based bonus.
- Laptop and other needed devices are currently supplied to all employees.
- BE Corp budget (vary from your level) is allocated for using services such as transportation, food, and passenger car bookings in Be application.
- The social insurance contribution amount will vary based on the individuals level.
- Annual health checks and premium medical healthcare (PTI) after probation.
- 15 days of annual leave is applied for the entire employees.
- Company trips, team-building activities, and happy hour events are organized on a quarterly or annual basis.
