Complaint Management Specialist (French)

Kuala Lumpur Permanent MYR5,000 - MYR5,500

Updated on 10/09/2020

  • Exciting Working Culture
  • Excellent Remuneration

About Our Client

Leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. Our Client supports more than 7 million test takers annually at our testing locations in more than 160 countries around the world.

Job Description

Complaint Management

  • Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by terms and policies.
  • Demonstrate ownership of candidate issues, urgency, and work proactively with internal groups to resolve issues in a timely manner.

Continuous Improvement

  • Identify and report issues causing complaints to improve processes and procedures.
  • Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
  • Share information and knowledge with other teams and team members to reduce the number of repeated issues.

Process and Tools

  • Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.
  • Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
  • Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
  • Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers

The Successful Applicant

  • Ability to communicate clearly in spoken and written French and English.
  • Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
  • An empathetic powerhouse: you feel for your fellow customers and want to solve their issue
  • A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
  • Highly communicative: you can get your point across both interpersonally and asynchronously
  • A minimum of 3 years working experience in any field
  • An excellent performance record that demonstrates accountability and reliability.
  • Ability to adjust to changes in workload
  • Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).
  • PR or Spouse Visa / Malaysians Only

What's on Offer

Excellent Remuneration with an opportunity for career growth in a reputable company

Contact
Cheryl Fernandez
Quote job ref
4110476
Phone number
+603 2302 4028

Job summary

Function
Location
Contract Type
Consultant name
Cheryl Fernandez
Consultant contact
+603 2302 4028
Job Reference
4110476