Complaints Resolution Administrator

Complaints Resolution Administrator

Purpose of the Role

Main Responsibilities

• Professional and efficient handling of Consumer and Customer complaints.
• Respond to consumers via personal phone calls and/or e-mail.
• Ensure timeous action of uplifts requested by via the uplift process.
• Compiling of consumer vouchers.
• Liaising and resolving complaints.
• Resolve Consumer complaints within 24 hours.
• Assist with the responsibilities of the Customer Care Team Leader in their absence.
• Immediate decision-making when liaising with Consumers.
• Establish the value of voucher to be issued.
• Daily follow-ups with other team members to ensure complaints are responded to timeously.
• Daily investigations are done and decisions are made on whether to authorize or reject complaints.
• Identify and report trends in customer feedback and concerns.

• Accurate capture of data and maintenance of the National Complaints database.

• Compile reports and graphs for internal teams and external Customers.
• Distribution of updated complaints database weekly to internal customers.
• Maintaining of records.

• Assist team members within the business on processes that involve complaints, returns, credits etc.
• Inform business of complaints trends.

• Advise management on systems and processes requiring improvement.
• Raise awareness of business processes and procedures in communication to internal and external parties.

• Implements organized and effective work methods.
• Participate constructively and willingly as a team player.
• Due to the sensitivity of the function and importance of doing things timeously, actively assist where needed to ensure Customer and Consumer satisfaction.

Education and Qualification

Knowledge and Skill

• Advanced Computer skills (MS Office).
• Customer Service training.
• Experience with customer relationship management will be advantageous.
• Bilingual or multilingual.
• Communication and Report Writing.
• Attention to detail.

Experience and Training

• At least 1 years’ experience of working with customers.
• Excellent communication and interpersonal skills.
• Ability to maintain a positive attitude even in difficult situations.
• Ability to work in a fast-paced environment and prioritize tasks.
• Ensure timely, cost-effective customer service and uphold the company’s reputation.