Customer Relations Executive

4 weeks ago

Milnerton, South Africa Collinson Full time

**We are looking for an**

Experienced customer service agent to handle all escalated complaints received to completion in accordance with our business and regulatory guidelines, client service levels and company standards. You will ensure that customers get a fair and independent review of any concerns raised. You will handle complaints from program members and cardholders and representatives via the complaint’s procedure.

Position**: Customer Relations Executive**

Reporting to**: Head of Consumer Operations**

**Role**:
**Attributes**
- Excellent customer service skills (Essential).
- Attention to detail with good time management.

**Expectations**
- To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.
- To adhere to all company protocols and procedures
- To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
- To carryout full thorough and fair investigations of all complaints received.
- Manage own workloads in a smart and effective way.
- Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.
- To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting.
- To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.
- To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed
- Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.
- To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To manage and be responsible for any Compensation payments and managing the log and finance for these payments
- To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team.

**Technical Skills**
- Excellent verbal and written communication skills (Essential).
- Knowledge of the Travel Experience products and Customers (Desirable)
- Excellent customer service skills (Essential).
- Confident in dealing with deadlines and delivering to targets and objectives.
- Knowledge and Understanding of the GDPR regulations and rules (Essential)
- Knowledge of Travel and appropriate Systems (Desirable)
- Computer literate.
- Adaptable to change and flexibility to deal with any tasks as required and a good team worker.

**Key Performance Indicators**
- Complaint response SLAs
- Compensation volumes
- Complaint response quality

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