Complaints Specialist

Pineapple; Johannesburg; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Pineapple Tech PTY LTD is seeking a Complaints Specialist to oversee the efficient resolution of client complaints across multiple channels, ensuring timely, professional, and compliant responses. This role drives Pineapple's reputation for service excellence by managing and resolving customer concerns swiftly and empathetically, while meeting regulatory requirements.

You will partner with Claims, Retentions, Key Accounts, and Tech teams to ensure root-cause resolutions, leverage AI tools for

Qualifications

• Degree or Diploma in Law would be ideal; Customer Service, Insurance, or related field.
• Class of Business, RE5, FAIS.
• 3–5 years in customer service or complaints resolution within NFO environments, ideally in insurance.

Responsibilities

• Manage and resolve customer complaints efficiently across all platforms, including HelloPeter, Google Reviews, app stores, social media, FAIS Ombud, and internal channels.
• Draft, review, and ensure quality of complaint responses meeting Pineapple’s standards for empathy, accuracy, professionalism, timeliness, and resolution quality.
• Maintain clear communication throughout the complaint lifecycle and guide other Complaints Specialists on open matters.
• Partner with Claims, Retentions, Key Accounts, and Tech teams to drive root-cause resolutions.
• Share insights from complaints to improve product, process, and service efficiency.
• Foster collaboration between customer-facing and back-office teams for better outcomes.
• Monitor metrics such as stakeholder engagement and interdepartmental feedback.
• Analyze complaints to identify recurring issues, trends, and system inefficiencies.
• Compile reports on resolution timelines, root causes, and customer sentiment; present insights to management.

Skills

Customer service

Complaint handling

Regulatory knowledge

Data analysis

Education

Law degree or Diploma

Job description

ABOUT US:

Pineapple Tech PTY LTD is a dynamic and innovative short-term insurance company that leverages technology to provide exceptional insurance solutions to our customers. We believe in making insurance simple, transparent, and accessible to all. As we continue to grow, we are currently seeking a Complaints Specialist to join our dynamic and growing organization.

POSITION OVERVIEW:

The Complaints Specialist role at Pineapple Insurance is responsible for overseeing the efficient resolution of client complaints, ensuring timely, professional, and compliant responses across multiple channels. The role drives Pineapple's reputation for service excellence by managing and resolving customer complaints swiftly and empathetically, while ensuring the team meets company standards, regulatory requirements, and high client satisfaction.

REQUIREMENT:

• Degree or Diploma in Law (LLB) would be ideal; Customer Service, Insurance, or related field
• Class of Business, RE5, FAIS
• 3 –5 years in customer service, or complaints resolution within NFO environments, preferably within Insurance or financial services

RESPONSIBILITIES:

• Manage and resolve customer complaints efficiently across all platforms, including direct complaints, HelloPeter, Google Reviews, app stores, social media, NFO, FAIS Ombud, Internal Arbitration, Summons, and other formal dispute channels.
• Draft, review, and ensure quality of complaint responses, ensuring all communication meets Pineapple’s standards for empathy, accuracy, professionalism, timeliness, and overall resolution quality.
• Maintain clear and consistent communication throughout the complaint lifecycle, while providing guidance and support to Complaints Specialists on open matters to ensure effective and appropriate resolution
• Partner with Claims, Retentions, Key Accounts, and Tech teams to ensure root-cause resolutions.
• Share insights from complaints to improve product, process, and service efficiency.
• Foster collaboration between customer-facing and back-office teams for better outcomes.
• Measured by: stakeholder engagement score %, interdepartmental feedback
• Analyze complaints to identify recurring issues, trends, and system inefficiencies.
• Compile reports on resolution timelines, root causes, and customer sentiment metrics.
• Present insights to management to guide decisions that improve customer experience.
• Leverage AI tools (e.g., ChatGPT) for drafting empathetic and accurate responses.
• Proactively suggest process enhancements to improve customer satisfaction and brand rating.
• Monitor and optimize Pineapple’s online reputation across all platforms.

Closing date: Friday, 23 October 2026

Pineapple Tech PTY LTD is an equal opportunity employer. We welcome and encourage applications from individuals of all backgrounds and experiences.