Consultant: Customer Recovery

Consultant:
Customer Recovery Centurion Permanent Admin and Office Management
Centurion - Gauteng

Consultant:
Customer Recovery Centurion Permanent

Salary: up to Rpa (Based on Experience)

Purpose of the role:

Reporting to the Manager:
Customer Experience Centre, the successful incumbent is responsible to resolve customer escalated issues and claimants concerns and complaints from Tier 1 and provide expert solutions.

Minimum Requirements and

Experience:

• Bachelors Degree/ Advanced Diploma in:
• Customer Management related qualification.
• Relevant 3 years experience in:
• Client service experience related environment.
• Proficient with Powerpoint, Excel, Word, and MS project.
• Strong understanding of operations.
• Persons with disabilities (PWD) are encouraged to apply.

Key Performance Areas:

Tier 1 Escalated Customer Experience Complaints and Queries

• Resolve escalated issues, concerns of claimants complaints from Tier 1 and provides expert solutions.
• Support call centre agents with claimant concerns which agents are unable to resolve.
• Diagnose and analyze the data provided by the claimants to help determine whether the problem raised is a new issue or an existing one.

Quality Assurance

• Monitor the quality monitoring and data acquisition system.
• Contribute to the design of a customer call back procedure for both scheduled and customer adhoc call backs.
• Contribute to the compliance of quality requirements in all the processes.
• Contribute to monitoring customer interactions through call monitoring and logging systems, identify service.
• Provide recommendations for improvement on call flow, quality assurance, guidelines and training.

Exception Handling

• Implement additional tracking methods to report analysis results in business case scenarios.
• Implement supporting policies and procedures in line with managing exception handling with the division.

Reporting

• Track and report against set objectives and targets.
• Report on emerging risks.
• Provide ad hoc reports on process improvement initiatives.

NB:
Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.

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