Customer Complains Officer

• Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities. • Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines. • Ensure responses to complaints comply with internal policies and procedures. • Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence. • Coordinate with concerned departments to resolve issues and improve customer satisfaction. • Ensure proper closure of complaints and customer notification through the CX system. • Prepare periodic reports on complaints, trends, and key issues. • Participate in Business Continuity Plans and emergency response teams as required.