PURPOSE
Provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention, and identified growth goals.
RESPONSIBILITIES
Receive customer inquiries / complaints via email, phone, Actionline, or any other complaint logging channel.
Advise accordingly and appropriately.
Capture and assignment of complaints:
Record the inquiry / complaint in the Complaint Management System, in accordance with acceptable standards, and upload all appropriate customer information received by fax, email, and / or verbally.
Complaints process facilitation: Get reports from the complaint management system and manage exception reports on a daily basis and filter relevant information, address pending and / or unresolved information.
Compile reports on all complaints received and on customer satisfaction.
Plan and manage timelines to ensure that registered complaints are addressed within the agreed upon process and SLA requirements.
REQUIRED EDUCATION
Bachelor / Diploma in:
Deal,
Commerce
Management studies
HOW TO APPLY
