Complaints Advisor

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the customer service sector is hiring a Complaints Specialist to manage customer complaints effectively. This role requires previous experience in complaints handling, strong communication skills, and a passion for providing excellent service to ensure customer satisfaction.

Qualifications

• Minimum of 6 months previous complaints handling experience.
• KPI's met consecutively for past 3 months.
• No prior warnings.

Responsibilities

• Ensure customer satisfaction and deliver exceptional service.
• Manage customer complaints proactively and within the company's SLAs.
• Build rapport and provide the best outcomes for customer complaints.

Skills

Communication skills

Decision-making

Customer service

Education

Matric / NQF level 4

Job description

Job Overview:

As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints.

Job Responsibilities:

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company's target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements:

• Matric / NQF level 4
• Minimum of 6 months previous complaints handling experience
• KPI’s / Performance are met consecutively for past 3 months.
• No prior warnings

Required Skills:

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge:

• Good communication skills – articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.

Core Behaviour

Huntswood’ s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

• Confidential, reliable, and genuine
• Dynamic, passionate, and determined
• Friendly, compassionate, and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.