Complaints & Reporting Specialist

Compugroup Medical; Gauteng; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A leading healthcare software solutions provider is seeking a Complaints & Reporting Specialist to manage customer complaints and enhance retention strategies. The role involves analyzing customer cancellation data, establishing best practices, and collaborating with multiple departments to improve customer satisfaction. The ideal candidate has 5 years of experience in a corporate setting, strong analytical skills, and excellent communication abilities. This role is pivotal in maintaining high service quality and customer trust.

Qualifications

• 5 years of experience in a corporate environment handling customer complaints.
• Capability to articulate outcomes and streamline processes.
• Experience in managing multiple projects and priorities simultaneously.

Responsibilities

• Own the end-to-end customer complaints process.
• Conduct quality assurance check-ins on customer interactions.
• Analyze trends in sales and cancellations to inform retention strategies.

Skills

Handling and resolving customer complaints

Advanced Excel skills

Attention to detail

Excellent written and verbal communication

Organizational skills

Positive service-oriented attitude

Job description

The Complaints & Reporting Specialist is a key member of the Sales Department responsible for managing the complaints resolution process enhancing customer retention and providing strategic insights through data analysis.

This role focuses on identifying the underlying causes behind customer cancellations developing actionable retention strategies and ensuring a high-quality experience at every customer touchpoint.

The specialist will work cross-functionally champion best practices and drive continuous improvement to support business growth and customer satisfaction.

Minimum Requirements

5 years of experience handling and resolving customer complaints in corporate environment not FMCG.

Advanced excel skills focusing on data analysis and metrics.

(There will be an assessment)

Attention to detail and ability to articulate outcomes.

Demonstrated experience in streamlining processes and having the business buy into the process.

Excellent written and verbal communication skills.

Ability to foster and maintain relationships.

Organizational skills with the ability to manage numerous projects and priorities at once.

Positive and service-orientated attitude

Responsibilities

Complaints and Escalation Management

Own the end-to-end customer complaints process ensuring timely logging investigation resolution and escalation of customer issues particularly those related to cancellations.

Act as the escalation point for high-risk or high-profile complaints.

Ensure all complaint handling is compliant with company standards and relevant regulations.

Customer Retention & Quality Assurance

Oversee the follow-up process for all customer cancellation letters and intervene to identify and convert at‑risk customers.

Conduct quality assurance check‑ins on customer interactions correspondence and resolutions to promote excellence at all touchpoints.

Develop document and improve customer retention and complaints processes ensuring consistency and best practice across the team.

Trend and Needs Analysis

Analyze sales and cancellation data to identify trends patterns and root causes contributing to customer churn.

Gather and synthesize direct feedback from customers ensuring their needs are communicated to sales marketing and product teams.

Benchmark internal performance and track industry trends to inform and adjust retention strategies.

Reporting & Insights

Generate and present regular insightful reports on :

Sales and cancellation statistics why do they leave against why they buy

Customer retention rates and drivers

Quality assurance results

Effectiveness of customer cadence (follow‑up / engagement) visits

Project outcomes and recommendations

Advise the VP of Sales and Sales Leadership on opportunities for improvement based on data.

Process Development & Training

Develop and maintain process documentation related to complaints retention and reporting standards.

Lead training and coaching for the sales team on effective dispute resolution objection handling and customer retention best practices.

Stakeholder Collaboration & Special Projects

Work closely with Sales Customer Service Marketing and Product teams to improve the overall customer experience and address root causes of churn.

Lead and manage special projects or pilots designed to reduce cancellations and improve retention.

Evaluate and propose new technologies and tools to streamline the complaints and reporting process.

Compliance & Risk

Uphold data protection and privacy standards in line with regulations.

Identify risks to customer satisfaction or business reputation and recommend mitigating actions.

When applying for any positions at CompuGroup Medical SA your personal information will be processed for the sole purpose of recruitment.

The information will be used internally only and not be shared with any third party without your express prior consent.

CGM SA will also store and then dispose of your personal information in a responsible manner once the recruitment purpose has been fulfilled.