Job Description:

We are seeking a detail-oriented and empathetic Complaints Management Officer to handle and resolve customer and client complaints efficiently and professionally. This role is crucial in ensuring customer satisfaction, enhancing service quality, and maintaining compliance with regulatory standards.

Responsibilities:

• Receive, log, and manage complaints via phone, CRM, in-person, and other channels
• Conduct thorough and impartial investigations of complaints
• Respond to complainants respectfully and within defined service levels
• Collaborate with internal departments to resolve issues and improve processes
• Maintain accurate and comprehensive records of all complaints and resolutions
• Prepare and present regular reports on complaint trends to senior management
• Ensure compliance with company policies and relevant regulations
• Manage projects across dispersed or remote sites
• Handle day-to-day reporting

Requirements:

• Bachelor’s degree (minimum requirement)
• At least 5 years of relevant professional experience
• Strong communication and relationship management skills
• Proficient in complaint resolution and public relations
• Compliance knowledge and reporting skills
• Technically proficient in computer and CRM tools
• Ability to manage and report across scattered locations