Manager, Customer Advocacy

About this role

Responsibilities

• Oversee the end-to-end resolution of complaints and implement strategies to prevent recurrence
• Liaise with stakeholders and complainants to gather necessary information for conclusive, permanent resolutions
• Achieve high customer satisfaction by providing prompt, quality service through established policies
• Identify opportunities for process simplification and engage with product owners/stakeholders to enhance customer experience
• Ensure 95% or more of complaints are resolved internally without escalation to external authorities