Assistant Officer Complaints Handling & Advocacy

To effectively manage and resolve consumer complaints, ensuring Consumer Affairs and satisfaction in alignment with organisational guidelines and regulatory mandates. This role also involves advocating for consumer rights and participating in industry-related engagements to promote service excellence.

Education and Professional Qualifications

• Bachelor of Business Administration, Business Computing, Social Sciences, or related field.
  

Working Experience

• Minimum of two (2) years in complaints handling, customer service, or advocacy role.
  

1.      Receive, investigate, and resolve consumer complaints promptly and efficiently, escalating complex complaints to relevant departments or operators for timely updates and resolutions.

2.      Participate in industry forums and engagements, contributing to the planning and execution of advocacy programs and industry engagements to highlight and address consumer concerns for consumer rights and improvements in service quality.

3.      Maintain comprehensive records of all consumer complaints and resolutions, generate and analyse periodic reports on complaint trends.

4.      Provide insights for internal strategy adjustments and analyse operator complaints reports and consumer feedback to identify trends and areas for improvement.

5.      Monitor and report on industry compliance with consumer affairs regulations and guidelines, conduct customer experience audits utilise social media and digital platforms to gather consumer insights, lead digital outreach initiatives, and manage front-line communication channels to engage with consumers and raise awareness on consumer rights.

6.      Develop and disseminate educational content on complaint-handling processes and Consumer Affairs.

7.Maintain flexibility to accommodate any other duties that may be assigned by the supervisor from time to time.