Complaints & Customer Experience Specialist

Old Mutual Limited; Johannesburg; In loco; ZAR 420.000 - 600.000; Tempo pieno

Descrizione del lavoro

Old Mutual Limited is seeking a specialist in complaints management to deliver a high-quality customer experience. You will manage customer complaints end-to-end, apply a robust root cause analysis approach, and provide expert guidance to staff on investigation techniques while aligning with regulatory standards.

The role involves partnering with the Customer Experience function to maintain service levels, generate timely reports, and drive proactive improvements across processes and channels.

Competenze

• 3-5 years’ relevant (Customer Care/Service/Complaints) experience.
• Insurance experience.
• Knowledge and understanding of OMI systems, processes.
• Knowledge and understanding of insurance policy wordings.

Mansioni

• Manage end-to-end complaints, prioritising according to criteria and escalation as needed.
• Provide expert advice on investigation techniques and root cause analysis; write reports.
• Escalate complaints to specialist areas as appropriate.
• Track complaint trends, reporting, and action plans to enable proactive solutions.
• Provide complainant feedback and keep them informed on progress.
• Collaborate with the Customer Experience team to ensure required service levels.

Conoscenze

Communication

Consultative Selling

Customer Care

Customer Complaint Management

Customer Experience (CX)

CRM Software

Sales Opportunities

Data Management

Probing Questions

Upselling

Formazione

Bachelor of Commerce (BCom): Business Administration/Management

Strumenti

CRM Software

Descrizione del lavoro

Old Mutual Limited is seeking a specialist in complaints management to deliver a high-quality customer experience. You will manage customer complaints end-to-end, apply a robust root cause analysis approach, and provide expert guidance to staff on investigation techniques while aligning with regulatory standards.

The role involves partnering with the Customer Experience function to maintain service levels, generate timely reports, and drive proactive improvements across processes and channels.