Welfare Officer

Key Responsibilities

• Address and resolve complaints, concerns, and grievances raised by applicants and deployed workers.

• Handle difficult, emotional, or confrontational individuals calmly, firmly, and professionally.

• Coordinate with recruitment officers, employers, and other relevant parties regarding worker concerns and employment-related issues.

• Monitor the welfare and general well-being of deployed workers, including following up on reported problems.

• Investigate complaints, gather relevant information, document incidents, and recommend appropriate actions.

• Explain company policies, procedures, and employment-related requirements clearly and firmly.

• Manage unreasonable demands, misunderstandings, and disputes without compromising company policies or professional boundaries.

• Maintain accurate records of complaints, resolutions, follow-ups, and welfare-related incidents.

• Escalate serious cases to management and coordinate with the appropriate parties for resolution.

• Maintain confidentiality and handle sensitive worker information responsibly.

• Perform other duties related to worker welfare and employee relations as assigned by management.

Qualifications and Requirements

• Graduate of Psychology, Human Resource Management, Social Work, or a related field is an advantage.
• Experience in HR, employee relations, customer service, recruitment, or worker welfare is preferred.
• Excellent communication, interpersonal, conflict-resolution, and problem-solving skills.
• Thick-skinned, emotionally resilient, and capable of handling criticism, pressure, and confrontational individuals without becoming easily intimidated or losing composure.
• Assertive and firm when enforcing company policies and setting professional boundaries.
• Able to stand one's ground during difficult conversations while remaining respectful and objective.
• Patient, level-headed, and capable of dealing with emotionally charged situations.
• Strong judgment and the ability to distinguish between legitimate worker concerns and unreasonable demands.
• Organized, detail-oriented, and capable of documenting cases accurately.
• Willing to handle urgent concerns and coordinate with workers, employers, and management when necessary.