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Complaints Clerk

A vacancy has arisen for a Customer Complaints Officer

DUTIES:

Administer the complaints handling process and support the department and business to minimise the number of complaints received.

Acting as the face of the organisation, you would be responsible for speaking to customers over the phone and communicating with them in writing, investigating complaints; making fair and reasonable decisions
Recording, thorough investigation and attempting resolution of customer complaints in a timely manner in line with the Company process and KPI’s
Be accountable for allocated complaints and ensure progression to resolution referring to the Manager as required
Liaise with the appropriate business areas when investigating and resolving complaints
Provide feedback to the Manager with regards to errors, complaint outcomes and any trends identified, so that the Manager can address with the department and report accurately
Make provisional decisions as to whether compensation is due to the customer and refer to the Manager as necessary
Escalate complaints to the Manager when appropriate to ensure targets are met
Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times
Keeping accurate and consistent records of complaints and investigations
Supporting the process of delivering feedback to business areas on their complaints handling practices
Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customers’ post sales experience

CRITERIA:
Matric 
3 to 5  plus years previous complaint handling experience,
The role could suit someone who has worked in a telephonic based customer service role and has a high level of telephonic etiquette with exemplary customer service skills
Proven track record of delivering customer focused outcomes
Excellent written and oral communication skills (including telephone, Word, Excel skills)
Strong analytical, evaluative, and problem-solving abilities.
Exceptional focus aimed at delivering positive customer service outcomes.
Excellent interpersonal skills
Strong attention to detail.

PACKAGE:


R plus Benefits plus Incentives 


Please send applications to :
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