Customer Care Specialist – Complaints Handling

2 days ago

Petaling Jaya, Selangor, Malaysia TP Full time 60,000 - 80,000 per year

About the Role

We are looking for a detail-oriented and empathetic
Customer Care Specialist
to manage and resolve complex customer complaints, including those escalated to senior management and external channels. You will act as the key representative of the Bank in ensuring customer satisfaction, protecting brand reputation, and driving continuous improvement in service quality.

Key Responsibilities

  • Manage and resolve customer complaints escalated via management office, regulators, or social media platforms.
  • Liaise with internal departments to investigate issues and provide timely, accurate resolutions.
  • Prepare clear, professional written responses to customers on behalf of the Bank's senior management.
  • Ensure all cases are handled in compliance with internal policies and regulatory requirements.
  • Monitor and analyze root causes of recurring issues, and recommend process improvements.
  • Support the development of complaint handling frameworks and escalation procedures.
  • Track case status and maintain detailed documentation in complaint management systems.
  • Collaborate with the communications and customer experience teams to manage sensitive or high-profile cases.

Requirements

  • Degree in Business, Communications, Finance, or related discipline.
  • At least
    years of experience
    in complaint handling, escalation management, or customer service in the
    banking / financial industry
    .
  • Strong written and verbal communication skills in English (additional languages are a plus).
  • Excellent interpersonal skills and the ability to manage difficult conversations with professionalism.
  • Sound judgment, strong problem-solving, and analytical skills.

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