Complaints Coordinator

2 weeks ago


Johannesburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

  • There is no about us detail available

purpose:

  • Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach.

experience and qualifications:

additional requirements:

responsibilities:

  • Identify Opportunities for Process improvement that will lead to reduction in rejection cost and rework e.g. write offs, customer complaints and queries
  • Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutions
  • Promote and ensure that a high standard of work is delivered at all times (Quality Assurance) on a daily basis.
  • Comply with governance in terms of legislative and audit requirements
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information, respond to clients with relevant communications and maintain a comprehensive and uptodate document library
  • Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes.
  • Ensure the area of responsibility is functioning at optimal levels at all time and Identifying continuous improvement through complaints solutions
  • Drive the eradication of inefficiencies that do not add any value to the business i.e. unnecessary wordings on letters, faxes and requirements and suggesting new ways of operating
  • Manage own development to increase own competencies


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