Customer Relations Executive

2 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

  • Customer Relations

    2 weeks ago

    Milnerton, South Africa Rigana Full time

    Rigana manufactures a wide range of specialized equipment to the petro-chemical, aviation, mining, trucking, and shipping industries. We are **ISO 9001** accredited giving our customers the assurance that our products are manufactured to the highest quality standards. We are looking for a well presented, confident and motivated salesperson to join our...

  • Customer Relations

    2 days ago

    Milnerton, South Africa Rigana Full time

    Rigana manufactures a wide range of specialized equipment to the petro-chemical, aviation, mining, trucking, and shipping industries. We are **ISO 9001** accredited giving our customers the assurance that our products are manufactured to the highest quality standards. We are looking for a well presented, confident and motivated salesperson to join our...

  • Customer Support Analyst

    2 weeks ago

    Milnerton, South Africa OneNebula Full time

    Are you ready to launch your professional development? And to take your career to the next level? If you answered yes, you are ready to join a business based on longevity and the development and growth of each team member. Nebula’s Shared Support Services team provides support to global clients to enable a range of cloud technologies focused on enabling...

  • Customer Support Host

    7 days ago

    Milnerton, South Africa White Hat Gaming Ltd. Full time

    Purpose of the Role Join our dynamic team as a Customer Service Host for Casino and Sportsbook, where you will play a pivotal role in delivering exceptional customer service to casino and sports betting enthusiasts. As a passionate and knowledgeable advocate for our brand, you will interact with customers, providing assistance, resolving queries, and...

  • Claims Handler/customer Service

    4 days ago

    Milnerton, South Africa Collinson Full time

    **Collinson Group is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide** Market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits, Insurance and...

  • Customer Service Advisor- French Speaking

    1 week ago

    Milnerton, South Africa Collinson Full time

    **Brief description of the client**: Collinson Travel Experiences is a world leader in products for frequent and discerning travellers with a powerful portfolio of brands. Priority Travel Group brands include Priority Pass, the world’s leading independent airport VIP lounge programme, and the International Airline Passengers Association, which has been...

  • Executive Sales Consultant

    1 week ago

    Milnerton, South Africa Visulink IT Solutions CC Full time

    Key Responsibilities: 1. Proactively generate leads and consistently achieve or exceed sales objectives. 2. Skillfully negotiate contracts with potential clients. 3. Develop a deep understanding of our company's products and actively promote them. 4. Visit both existing clients and potential clients to assess their specific needs. 1. While sales...

  • Store Manager

    1 week ago

    Milnerton, South Africa The Foschini Group Full time

    **Job ID**:13760**Position Type**:Full-Time**Job Function**:Store Management & Field**Workplace Type**:Stores**Division**:Exact**Province**:Western Cape**Location**:Cape Town West**Suburb**:Milnerton (Milnerton)Position Description: Position Description: The Store is in need of achievement-orientated Store Manager with excellent customer service and people...

  • Innovation and Sales Representative

    2 weeks ago

    Milnerton, South Africa Liquid Concepts Full time

    **Overview**: The customer base is situated in the Garden Route and extensive travel forms part and parcel of this position. **Responsibilities**: - Make weekly in person sales calls to an assigned route and develop customer relationships. - Beverage innovation as well as preparation/demonstrations is key - Identify new and existing opportunities in each...

  • Brand Manager

    1 week ago

    Milnerton, South Africa Competent People Solutions Full time R55 000 - R65 000

    Description  The main purpose of this role is to develop and implement a brand strategy for THE COMPANY. This role will oversee a wide array of business functions including branding, communication channels, product development, online and offline promotions, and market research. Responsibilities Brand Strategy & Positioning • Conduct consumer and market...