Customer Service and Compliant Officer are responsible to receive, register, analyze, and resolve customer complaints in a timely and professional manner, ensuring customer satisfaction and contributing to continuous improvement in service quality and internal coordination.

Required Number: 5

Objectives:

• Ensure efficient registration and categorization of all customer complaints

• Achieve timely resolution of 90%+ complaints within defined service level agreements

• Improve customer satisfaction through professional communication and timely updates

• Identify root causes and implement preventive actions for recurring complaints

• Generate actionable complaint analysis reports to support management decisions

• Contribute to service process enhancements and reduction of repeat complaints

Duties and Responsibilities:

• Receive and register customer complaints via phone, email, or in-person using Customer Complaint Registration Form

• Analyze complaints to identify root causes and coordinate resolutions with relevant departments

• Maintain detailed and updated complaint database with complete documentation

• Prepare and submit daily, weekly, monthly, quarterly, and semi-annual complaint analysis reports

• Follow up with customers regularly and confirm satisfaction after resolution

• Recommend service improvements based on complaint trends and analysis

• Handle all customer communications according to company protocols

• Support urgent tasks and special assignments from the Section Head

Daily Tasks:

1. Complaint Management:

• Review new complaints and identify urgent/high-priority issues

• Contact customers to clarify issues and manage expectations

• Coordinate internally to investigate and validate complaints

1. Resolution Process:

• Create Complaint Resolution Plan for each issue

• Monitor progress and escalate delays when necessary

• Provide customers with timely updates on resolution progress

1. Verification & Documentation:

• Ensure case closure with completed Customer Resolution Note

• Document all complaints and resolution steps in tracking system

1. Reporting & Handover:

• Submit end-of-day unresolved complaint summaries

• Communicate with internal teams to reassign or escalate cases

Job Requirements:

• Education: Education Background in a related field of study with relevant work experience

• Experience: 1 year

How to Apply:

• Submit your application, updated CV and supporting credentials via email: hcminayee@gmail.com

• Note: please use the subject line “senior logistics and sourcing officer”

Job Requirements Education Background in a related field of study with relevant work experience Duties and Responsibilities: - Receive and register customer complaints via phone, email, or in-person using Customer Complaint Registration Form - Analyze complaints to identify root causes and coordinate resolutions with relevant departments - Maintain detailed and updated complaint database with complete documentation - Prepare and submit daily, weekly, monthly, quarterly, and semi-annual complaint analysis reports - Follow up with customers regularly and confirm satisfaction after resolution - Recommend service improvements based on complaint trends and analysis How to Apply Submit your application, updated CV and supporting credentials via email: hcminayee@gmail.com Note: please use the subject line “senior logistics and sourcing officer”