Advanced Complaints Resolution Specialist

Sanlam Limited; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Sanlam Limited in Rosebank is seeking a role focused on high-quality complaint resolution and client servicing for complex matters, ensuring compliance with Glacier standards, Treating Customers Fairly (TCF) principles, collection policies and relevant legislation. The role supports Ombudsman processes with detailed account analysis and resolution recommendations.

Based in Rosebank with a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager, the position

Qualifications

• Masters Service Conversations: Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Navigates Customer Challenges: Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
• Builds Customer Loyalty: Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
• Strengthens Customer Connections: Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Customer Service Delivery: Works with full competence to deliver required services to customers to the required standards.
• Maintains the Relationship: Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust and collaboration.

Responsibilities

• Act as first-line supervisor of a team providing customer service support, and help achieve targets in productivity or turnaround times; deal with the most complex and valuable issues.
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Respond to advanced issue escalations promptly; provide managerial approvals as required; ensure compliance with collection policies and assist with escalation resolutions.
• Monitor team members' use of the CRM system, identify standard issues, and escalate to a senior manager as appropriate.
• Develop and implement a customer contact plan to communicate product launches and engage customers in relevant sales campaigns; be the first point of contact for queries and resolve them.

Skills

Masters Service Conversations

Navigates Customer Challenges

Builds Customer Loyalty

Strengthens Customer Connections

Customer Service Delivery

Maintains the Relationship

Education

Undergraduate Degree / Honours Tertiary Degree

Job description

Sanlam Limited in Rosebank is seeking a role focused on high-quality complaint resolution and client servicing for complex matters, ensuring compliance with Glacier standards, Treating Customers Fairly (TCF) principles, collection policies and relevant legislation. The role supports Ombudsman processes with detailed account analysis and resolution recommendations.

Based in Rosebank with a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager, the position