Consultant: Customer Recovery – Centurion – Permanent
Admin and Office Management
Centurion – Gauteng
Consultant: Customer Recovery – Centurion – Permanent
Salary: up to R501,775.00pa (Based on Experience)
Purpose of the role:
Reporting to the Manager: Customer Experience Centre, the successful incumbent is responsible to resolve customer escalated issues and claimants concerns and complaints from Tier 1 and provide expert solutions.
Minimum Requirements and Experience:
- Bachelor’s Degree/ Advanced Diploma in:
- Customer Management related qualification.
- Relevant 3 years’ experience in:
- Client service experience related environment.
- Proficient with Powerpoint, Excel, Word, and MS project.
- Strong understanding of operations.
- Persons with disabilities (PWD) are encouraged to apply.
Key Performance Areas:
Tier 1 Escalated Customer Experience Complaints and Queries
- Resolve escalated issues, concerns of claimants complaints from Tier 1 and provides expert solutions.
- Support call centre agents with claimant concerns which agents are unable to resolve.
- Diagnose and analyze the data provided by the claimants to help determine whether the problem raised is a new issue or an existing one.
Quality Assurance
- Monitor the quality monitoring and data acquisition system.
- Contribute to the design of a customer call back procedure for both scheduled and customer adhoc call backs.
- Contribute to the compliance of quality requirements in all the processes.
- Contribute to monitoring customer interactions through call monitoring and logging systems, identify service.
- Provide recommendations for improvement on call flow, quality assurance, guidelines and training.
Exception Handling
- Implement additional tracking methods to report analysis results in business case scenarios.
- Implement supporting policies and procedures in line with managing exception handling with the division.
Reporting
- Track and report against set objectives and targets.
- Report on emerging risks.
- Provide ad hoc reports on process improvement initiatives.
NB: Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.
