Customer Loyalty Expert

1 settimana fa

Milano, Italia ING Bank N.V. A tempo pieno

The Customer Loyalty Team Officer is responsible for managing and resolving customer complaints in a timely and efficient manner. This role involves investigating complaints, liaising with relevant departments, and ensuring customer satisfaction while adhering to the bank's policies and procedures.
**Key Responsibilities**:
**Complaint Handling**: Receive, log, and investigate customer complaints.
**Resolution**: Work with relevant departments to resolve complaints and provide appropriate solutions.
**Communication**: Maintain clear and professional communication with customers throughout the complaint resolution process.
**Documentation**: Keep accurate records of complaints and resolutions, ensuring compliance with regulatory requirements.
**Reporting**: Prepare regular reports on complaint trends and outcomes for management review.
**Customer Service**: Provide excellent customer service and ensure a positive experience for all customers.
**Policy Adherence**: Ensure all complaint handling procedures comply with the bank's policies and regulatory requirements.
**Education**: Bachelor's degree in Business Administration, Finance, or a related field.
**Experience**: Minimum of 2 years of experience in customer service or complaint handling, preferably in the banking sector.
**Skills**: Strong communication and interpersonal skills, problem-solving abilities, attention to detail, and proficiency in MS Office.
**Attributes**: Empathetic, patient, and able to handle stressful situations calmly and professionally.

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