Complaints Resolution Specialist

Become a part of Thailand’s no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.

We are looking for potential candidates who are eager to learn and grow to join our young talent team.

Job Posting Location

Bangkok

Job Summary

The Customer Care & Insight Team Leader / Manager is responsible for overseeing end-to-end complaint management across all customer touchpoints in a Virtual Bank environment. This role ensures that customer complaints are handled in a timely, fair, and compliant manner in accordance with SLAs, KPIs, and regulatory requirements.
The position leads Complaint Management, Market Conduct, and Complaint Audit functions, while leveraging customer insights and complaint analytics to continuously improve service quality, customer satisfaction, and regulatory compliance.

Job Description

• Lead and supervise the complaint management team to ensure accurate, timely, and fair resolution of customer complaints across all channels (digital, call center, and other touchpoints)

• Review and manage complex, sensitive, or high-risk complaints, providing guidance and escalation support to relevant internal teams

• Ensure complete, accurate, and well-documented complaint records and reporting for management review and regulatory submission

• Oversee Market Conduct Complaints and Complaint Audit activities to ensure complaint resolutions meet regulatory standards and customer satisfaction expectations

• Monitor and manage complaint handling performance against SLAs, KPIs, and regulatory requirements in a digital banking context

• Ensure all complaint handling processes comply with internal policies, SOPs, and applicable regulations

• Conduct root cause analysis on complaint trends and recurring issues, and collaborate with product, operations, risk, and compliance teams to implement corrective and preventive actions

• Utilize customer insights and complaint data to support service improvement and customer experience enhancement initiatives

Qualifications & Experience

• Bachelor’s degree in Liberal Arts, Humanities, Business Administration, Marketing, or related fields

• Minimum 5 years of experience in complaint management, customer care, or customer experience roles, preferably within banking, virtual bank, fintech, or financial services

• Strong experience in complaint handling, escalation management, and root cause analysis

• Solid understanding of regulatory and compliance requirements related to customer complaints and market conduct

• Proven leadership and people management skills

• Strong critical thinking, analytical, and problem-solving abilities

• Excellent communication and stakeholder management skills

• Ability to work effectively in a fast-paced, digital-first environment

Recruiter

Atitaya Dechpan (อทิตยา เดชปาน)