Indexing Complaints Administrator
2 weeks ago
We're all about building strong, lasting relationships with our employees.
We know that you have hopes for your future - your career, your personal development and of achieving great things.
We pride ourselves in helping our employees to realise their worth.Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.
What will you do?As an Entry-Level Complaints Indexer you will play a vital role in ensuring that all complaints received through the mailbox are properly captured, allocated, and responded to.
This requires excellent communication skills, a strong customer service focus, the ability to work well under pressure and acknowledging complaints, providing timely and professional responses.
Key responsibilitiesThe central point of entry for all work thus a crucial service support function in ensuring effective service delivery
Pro-actively gathers, manages and controls the flow of work received and actions include the indexing, expediting, distribution and allocation of the work
Review incoming messages and identify key information
Provide support to other team members as needed
Capture and allocate complaints that are received via the mailbox
Escalate urgent or complex complaints to the appropriate team member for resolution
Maintain a record of complaints and their status for future reference
Send acknowledgements of complaints to complainants
Manage tracker and accurately log complaints on the complaints system
Ensure that all complaints are accurately recorded and tracked in the complaints system
Ensure that all complaint data is maintained in a secure and confidential manner
Qualifications and experience
Matric/Grade 12
A good pass in Matric/Grade 12 English additional language will be an advantage Knowledge and skills
Microsoft office skills especially Outlook, Excel and MS Teams
Communication skills
Computer literacy is a non-negotiable
Behavioural competencies
Responsible with a high level of accountability
Excellent interpersonal and communication (written and verbal) skills
Client focused
Professional
Effective time management skills
Self-motivated with a strong focus on delivery
Conceptual thinking skills
Must be able to work under pressure, individually or as member or a team
Team player
Innovative thinker with good problem-solving skills
Flexible
Able to adapt to change
Excellent attention to detail
Turnaround time
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