Complaints Coordinator-2

2 weeks ago


Johannesburg, Gauteng, South Africa FirstRand Full time
Job Description

To resolved complaints that have been escalated

To maintain accurate records and identify trends which may indicate weaknesses in business systems and processes

To drive customer service through a professional approach

  • Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
  • Drive sales across product and campaign initiatives to exceed set targets
  • Adhere to organisational values and service standards and interact with and communicate with customers accordingly
  • Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements
  • Meet set turnaround times while ensuring own availability, reliability and accuracy
  • Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
  • Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service
  • Investigate new ways to optimise processes
  • Flag opportunities to migrate to platform and support the use of technology in process and system improvements
  • Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
  • Comply with governance in terms of legislative and audit requirements
  • Provide an efficient administration service through careful and timeous planning, reporting and updating of all related information
  • 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
  • Ensure the area of responsibility is functioning at optimal levels at all time and Identifying continuous improvement through complaints solutions
  • Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes
  • Respond to clients with relevant communications and maintain a comprehensive and uptodate document library
Job Details

Application Closing Date

21/02/24

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