Job Ref: 214317528

Date: 2021-07-29 15:46:12

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Working alongside our Customer Operations Team, you will be responsible for investigating, resolving and reporting on customer dissatisfactions. You will also be a role model for the colleagues on the team by engaging directly with customers and demonstrating excellent customer service as well as providing valuable feedback to key stakeholders on the Customer Journey.

Responsibilities:

* Manage own caseload, ensuring all complaints are handled within defined SLAs from receipt to conclusion

* Contact internal and external parties for relevant information required to investigate and close the complaint

* Ensure that all complaints are handled with the highest possible standard of customer care

* Assist with feedback and provide recommendations for improvement. Handling feedback from multiple channels with a view to appeasing dissatisfied customers

* Working strategies and campaigns to improve customer experience

* Handling complaints relating to sales-based issues, technical or account issues

* Identifying challenges and suggests solutions for the improvement of the operation and client/customer

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