Complaints Advisor

20 hours ago

Bellville, South Africa CX-International Full time

**Purpose of the Role**

The Complaints Advisors main objective is to provide an exceptional customer service journey. Being customer centric, professional with excellent communication skills the incumbent always strives for Gold Plated service. Tenured in customer services and handling complaints efficiently, the focus is to ensure first call resolution by active listening skills and communicating effective at a high level of engagement.

**Key Responsibilities**
- Making out-bound customer services calls for our Gas and Electricity Utilities company in the UK to resolve complaints logged.
- Professional and established telephone manner with a strong command of English language.
- Ensuring that all customer enquiries and complaints are handled effectively, and resolutions implemented are in-line with company guidelines.
- Excellent oral and written communication skills with strong contact handling skills and active listening and processing of information.
- Resolve supply or service problems by clarifying the customers situation or complaint, expediting correction or adjustment and following up to ensure 100% resolution.
- Embrace, deliver and maintain culture of 1st call resolution and problem solving across the Contact Centre.
- Provide BES customers with accurate and compliant information in-line with our Regulatory requirements.
- Ensure CRM and all systems are an accurate reflection of the calls and agreed actions supplied to our customers.
- Ensure Gold Plated Service is delivered every time.
- The ability to active listen to customer queries/ complaints and progress and resolve as required.

**Key Skills and Abilities**
- **Customer Centric**:Professional and mature approach in liaising with customers, reassuring the customer that complaints are being attended to and expedited efficiently.
- **Communication**: excellent written and spoken use of English language. Ability to follow through on commitments and communicate status and progress of complaints.
- **Goal Orientated**: self-motivated and driven to achieve set goals, targets, and operational metrics.
- **Meticulous Organisation Skills**: adhering to scheduled shifts, structured environments, procedures, metrics, and departmental goals in a support-centre environment.

**Behavioural Competencies**
- Passionate about delivering an exceptional customer service journey
- Excellent Problem-Solving skills
- Multi-tasking
- Patience & Tenacity
- Quality Focused
- Team Player
- Highly Motivated
- A Positive Attitude

**Education and Experience**
- Matric (Essential)
- Excellent command of English language - verbal and written (Essential)
- Business writing skills (Essential)
- Advanced computer literacy, typing skills and ability to navigate multiple screens (Essential)
- Minimum 3 years’ Customer Service experience in contact center for an international campaign (Essential)
- Strong IT, PC navigational, problem-solving, administration and organisational skills
- Proven track record of meeting targets and service levels
- Passionate about delivering exceptional customer service

**Key Performance Indicators**
- FCR - First Call Resolution
- Closure Rate
- Complaints Inbox Volumes
- Adherence
- Quality
- Attendance

Ability to commute/relocate:

- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (required)

**Experience**:

- Complaints: 2 years (required)
- Call center / BPO: 2 years (required)

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