Job title : Voice of Client (Complaints) Specialist
Job Location : Western Cape, Bellville
Deadline : December 15, 2024
Quick Recommended Links
Jobs by Location
Job by industries
Key responsibilities End-to-end Complaints Management, including but not limited to: Receive and Document Complaints: Handle customer complaints received via phone, email, social media, or in-person. Investigate Issues: Conduct thorough investigations to understand the nature of complaints and gather relevant information. Resolve Complaints: Develop and implement effective resolution strategies to address customer issues promptly.
Customer Communication: Maintain clear, consistent and empathetic communication with customers throughout the complaint resolution process. Engage with customers to understand their needs and expectations better.
Collaborate with other Stakeholders, holding other accountable: Work closely with other business units to resolve complaints and improve processes. Work closely with client experience, product house, marketing, operations, customer service, and project teams to implement continuous improvements based on feedback Build internal & external relationships throughout Sanlam Corporate and the Sanlam Group. Build external relationships with industry stakeholders.
Reporting, Monitoring & Continuous Improvements: Record, analyse, and track complaints to identify trends, pain points, and areas for improvement. Gather customer feedback and compliments (where applicable), to better understand customer sentiments Prepare regular reports and presentations on complaint trends and provide recommendations to management. Track customer satisfaction metrics and ensure continuous improvement.
Quality Management: Ensure Compliance: Adhere to company policies and regulatory guidelines related to complaint handling.
Train Staff: Provide training and guidance to staff on handling customer complaints effectively.
Qualifications and experience Bachelor's degree or Undergraduate degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent - NQF 7 4 - 6 years proven experience in a customer service or complaints handling role Financial services industry exposure is preferred Demonstrated experience in working within regulatory and corporate governance environment is advantageous
Knowledge and skills Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous) Excellent Client Experience and behavioural skills Excellent Stakeholder Management skills, both internal and external Excellent Time Management skills Excellent analytical, data analysis and reporting skills Excellent Presentation skills Conflict management skills Regulatory environment understanding and exposure advantageous. Employee-benefits related product exposure is advantageous Financial services industry exposure is advantageous
Customer Service jobs