What you will do:

Complaint Handling:

Serve as the primary point of contact for escalated customer complaints.
Log, track, and monitor the progress of complaints using ERP systems.
Liaise with internal departments e.g., Debt collection and logbook department to investigate and resolve complaints effectively.
Provide timely feedback to customers, keeping them informed throughout the resolution process.
Ensure all complaints are resolved in compliance with company policies and service standards.
Ensure to respond to clients inquiries on email, WhatsApp and other platforms

Request Management:

Process and coordinate customer requests related to account updates, service changes, and product inquiries.
Verify the accuracy of customer information and ensure proper documentation for each request.
Follow up with relevant teams to ensure requests are addressed promptly and satisfactorily.

Administrative Support:

Maintain accurate and updated records of complaints and requests in the ERP system.
Assist in drafting customer-facing documents such as email templates, service updates, statements and response guides.

Customer Engagement and Retention:

Work closely with the customer care team, branches and the overall company to improve the overall customer journey.
Identify opportunities to enhance the customer experience based on feedback from complaints and requests.
Proactively suggest solutions or recommendations to prevent recurring issues.

Process Improvement:

Contribute to the development of standard operating procedures SOPs for complaint resolution and request handling.
Collaborate with other departments to improve internal workflows and enhance service delivery.

What you will need: