Complaints & Reporting Specialist

The Complaints & Reporting Specialist is a key member of the Sales Department, responsible for managing the complaints resolution process, enhancing customer retention, and providing strategic insights through data analysis.

This role focuses on identifying the underlying causes behind customer cancellations, developing actionable retention strategies, and ensuring a high-quality experience at every customer touchpoint. The specialist will work cross-functionally, champion best practices, and drive continuous improvement to support business growth and customer satisfaction.

Minimum Requirements

• 5+ years of experience handling and resolving customer complaints in corporate environment, not FMCG.
• Advanced excel skills focusing on data analysis and metrics. (There will be an assessment)
• Attention to detail and ability to articulate outcomes.
• Demonstrated experience in streamlining processes and having the business buy into the process.
• Excellent written and verbal communication skills.
• Ability to foster and maintain relationships.
• Organizational skills with the ability to manage numerous projects and priorities at once.
• Positive and service-orientated attitude

Responsibilities
Complaints and Escalation Management

• Own the end-to-end customer complaints process, ensuring timely logging, investigation, resolution, and escalation of customer issues, particularly those related to cancellations.
• Act as the escalation point for high-risk or high-profile complaints.
• Ensure all complaint handling is compliant with company standards and relevant regulations.

Customer Retention & Quality Assurance

• Oversee the follow-up process for all customer cancellation letters and intervene to identify and convert at-risk customers.
• Conduct quality assurance check-ins on customer interactions, correspondence, and resolutions to promote excellence at all touchpoints.
• Develop, document, and improve customer retention and complaints processes, ensuring consistency and best practice across the team.

Trend and Needs Analysis

• Analyze sales and cancellation data to identify trends, patterns, and root causes contributing to customer churn.
• Gather and synthesize direct feedback from customers, ensuring their needs are communicated to sales, marketing, and product teams.
• Benchmark internal performance and track industry trends to inform and adjust retention strategies.

Reporting & Insights

• Generate and present regular, insightful reports on:
• Sales and cancellation statistics, why do they leave against why they buy
• Customer retention rates and drivers
• Quality assurance results
• Effectiveness of customer cadence (follow-up/engagement) visits
• Project outcomes and recommendations
• Advise the VP of Sales and Sales Leadership on opportunities for improvement based on data.

Process Development & Training

• Develop and maintain process documentation related to complaints, retention, and reporting standards.
• Lead training and coaching for the sales team on effective dispute resolution, objection handling, and customer retention best practices.

Stakeholder Collaboration & Special Projects

• Work closely with Sales, Customer Service, Marketing, and Product teams to improve the overall customer experience and address root causes of churn.
• Lead and manage special projects or pilots designed to reduce cancellations and improve retention.
• Evaluate and propose new technologies and tools to streamline the complaints and reporting process.

Compliance & Risk

• Uphold data protection and privacy standards in line with regulations.
• Identify risks to customer satisfaction or business reputation and recommend mitigating actions.

When applying for any positions at CompuGroup Medical SA your personal information will be processed for the sole purpose of recruitment. The information will be used internally only, and not be shared with any third party without your express prior consent. CGM SA will also store and then dispose of your personal information in a responsible manner once the recruitment purpose has been fulfilled.