Client Complaints Escalations Specialist

Pivot Services; Sandton; On-site; ZAR 300,000 - 460,000; Full time

Job summary

Pivot Services in Sandton, Gauteng seeks a dedicated professional to resolve client complaints promptly and in line with policy and regulatory requirements. The role focuses on owning complaints, coordinating with stakeholders, and providing actionable insights to prevent future issues.

Experience in the insurance sector and a background in managing client service queries are highly valued. You will work within established SLAs to ensure timely resolutions and maintain client trust.

Qualifications

• years experience in a related role dealing with complaints or client service queries.
• Experience in the insurance industry.

Responsibilities

• Take ownership of all complaints received from clients and ensure they are resolved timeously.
• Escalate complaints from clients, social media, media and regulatory bodies to resolve complaints.
• Communicate progress and resolution to clients in accordance with agreed standards and practices.
• Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
• Escalate complaints unable to be resolved to the relevant stakeholders to collectively reach conclusion.

Job description

Pivot Services in Sandton, Gauteng seeks a dedicated professional to resolve client complaints promptly and in line with policy and regulatory requirements. The role focuses on owning complaints, coordinating with stakeholders, and providing actionable insights to prevent future issues.

Experience in the insurance sector and a background in managing client service queries are highly valued. You will work within established SLAs to ensure timely resolutions and maintain client trust.