Job title : Service Recovery Consultant
Job Location : Gauteng,
Deadline : January 04, 2025
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Key Purpose Responsible for delivering exceptional customer experience by managing and resolving customer feedback, complaints, escalations, and queries in a timely and professional manner. This involves analysing survey feedback, collaborating with cross-functional teams for process improvements, providing effective solutions to customer issues, and maintaining accurate records.
Areas of responsibility may include but not limited to Survey Feedback Management: Manage and respond to customer survey feedback, ensuring timely and professional communication. Complaints and Escalations Resolution: Assist the Complaints Function in resolving customer complaints, escalations, and queries. Administrative Tasks: Perform administrative duties, logging of complaints and service recovery, reporting, and maintaining accurate records, emails/TWTs Process Improvements: Identify areas for process improvements and implement changes to enhance customer experience and efficiency. Facilitating Resolution: Collaborate with internal stakeholders to facilitate resolution of customer issues, ensuring timely and effective solutions. Stakeholder Collaboration: Work with various stakeholders, including customer service teams, operations, and management to ensure seamless resolution of customer issues. Provide feedback and request changes to processes/product/systems and life plan guides based on complaints received Technical Support Centre Support when required
Personal Attributes Analytical and problem-solving skills Good written and verbal communication Customer Focus and industry knowledge Interpersonal savvy Innovation Discovery Life Product knowledge (advantageous) Integrity Attention to Detail Planning, prioritizing, and organizing Teamwork/collaboration Stress tolerance
Education and Experience Matric – Essential Business Administration Certification, BA or BCom Degree or similar – advantageous Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous 1 - 2 years' experience and knowledge in Group Life and/or Retirement Funds – Essential 2 years' experience in Employee Benefits Client Services across call centre, correspondence and servicing (advantageous) Compliance and Risk management knowledge - advantageous Advanced Microsoft Suite proficiency Communication skills Problem solving and analysis skills Client Services across call centre, correspondence and servicing (advantageous)
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