Talent Pool : 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

About the Role

The successful incumbent will be responsible for providing prompt and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.

Key Responsibilities

• INTERNAL PROCESS - Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively. - Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints. - Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organ... - Communicate progress and resolution to clients in accordance with agreed standards and practices. - Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders. - 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.

Qualifications and Experience

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