- Properly handle complaint from customers/stakeholders. - Ensure complaints are promptly recorded - Verify on daily complaint reports whether they are properly recorded. - Promptly and accurately escalate significant complaint to line manager and stakeholders. - Promptly and accurately complete all related administration activities: update customer’s information, report, record through complaint, etc. in accordance with relevant service standards. - Daily and Monthly prepare and send complaint tracking report to line manager. - Willing to meet customers in person or travelling to province upon request/needed. - Other duties as assigned. Direct report to Supervisor-Contact Center: - Keep update on new or enhanced. products/information/services in order to maintain a high quality service to customers e.g. Close the complaint promptly and accurately following to TAT. - No valid complaint on jobholder’s performance. - Contribute to team goals and objectives. - Improve Complaint Handling process. - Coach and provide training to team member.

Direct report to Supervisor-Contact Center: - Keep update on new or enhanced products/information/services in order to maintain a high quality service to customers e.g. Close the complaint promptly and accurately following to TAT. - No valid complaint on jobholder’s performance. - Contribute to team goals and objectives. - Improve Complaint Handling process. - Coach and provide training to team member.