Senior Officer/Officer - Complaint Management

Job Description

Title: Senior Officer/Officer - Complaint Management

Company Name: Guardian Life Insurance Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Graduate/ Master's from any reputed University.
∎ Skills Required: Computer skill, Decision making, Functional Skill, Technical Skills

Experience Requirements:
∎ At least 1 year(s)
∎ The applicants should have experience in the following area(s): Compliance Management, Customer Relationship Management (CRM), QC (Quality Control) of Customer Service

Job Responsibilities:
∎ Receiving and documenting customer complaints: This involves listening to customers, recording their complaints, and maintaining accurate records for future reference.
∎ Investigating and analyzing customer complaints: The Complaint Management Executive must determine the root cause of the issue and gather all relevant information needed to resolve the complaint.
∎ Resolving customer complaints: This involves finding a solution to the issue, communicating the solution to the customer, and ensuring that the complaint is resolved to the customer's satisfaction within mentioned SLA.
∎ Communicating with customers: This involves maintaining regular communication with customers to update them on the status of their complaints and to provide additional information as needed.
∎ Improving complaint-handling processes: The Complaint Management Executive must continuously look for ways to improve the complaint-handling process and ensure that complaints are resolved quickly and efficiently.
∎ Reporting and tracking complaints: This involves compiling data on the number and type of complaints received, analyzing the data to identify trends and potential areas for improvement, and preparing reports for management.
∎ Collaborating with other departments: The Complaint Management Executive may work closely with other departments, such as customer service, product development, and quality assurance, to resolve complaints and improve overall customer satisfaction.
∎ Performs other related duties as assigned by HOD, Customer Services Department.

Additional Requirements:
∎ Age 28 to 32 years
∎ Must possess MS Office proficiency.
∎ Effective communication and negotiation skills.
∎ Focus on quality and customer service.
∎ Good in email Communications.
∎ Extremely patient in the approach.
∎ Excellent communication skills.
∎ Problem-solving and decision-making abilities.
∎ Time management skills.

Salary: Negotiable

Compensation & Other Benefits:
∎ Performance bonus, Provident fund, Weekly 2 holidays, Insurance, Gratuity
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 9 Mar 2023

Company Information:
∎ 20 Feb 2023
∎ Guardian Life Insurance Limited
∎ Address : Head Office: Police Plaza Concord (13th Floor), Tower - 02, Plot # 02, Road # 144, Gulshan Avenue, Dhaka-1212
∎ Web : www.guardianlife.com.bd
∎ Business : Guardian Life Insurance Limited is the fastest growing life insurance company in the country. Its main sponsors are Apex, BRAC, and Square and other reputed local and foreign investors. Guardian Life Insurance Limited is committed to the same high values, standards and culture as espoused by our sponsors. Guardian Life Insurance Limited has a vision to bring about a positive change & trust in the life insurance business, through product and process improvement, operational efficiency, excellent service and customer focus. It was established in January 2014 and has already managed to achieve an admirable position in the Insurance Industry and aims to achieve much higher standards in the coming years. Insurance is one way of being prepared for the worst; it offers the surety that the economic part of the pain will be taken care of, Guardian Life Insurance makes every effort required to deliver the best to its customers by providing them with world class insurance and outstanding customer service. They have begun their journey with the motive of offering their customers a healthier, secure and more hopeful future.

Guardian Life Insurance assures a highly skilled and well-informed workforce united with a blend of the latest technology in order to go the extra mile for their valued customers. Innovation, proper risk management and prudent investment mechanisms are our tools in ensuring maximum financial benefits for our customers.

The paid up capital of the company is BDT 33.67 Crores and authorized capital is set at 200 Crores, Guardian Life Insurance is determined to build confidence in the hearts of our sponsors through great administration.



Guardian Life Insurance Limited is seeking highly motivated and talented individuals who have integrity, the relevant experience and a positive attitude to help us bring about the desired change in the Life Insurance industry.

Category: Customer Support/Call Centre

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