Job Description

Job Overview:As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department youll be a key point of contact for customers with insurance and / or service-related complaints.Job Responsibilities:

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company's target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements:

• Matric / NQF level 4
• Minimum of 1-year previous complaints handling experience

Required Skills:

• Previous experience in a complaint handling role, ideally with a favorable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge:

• Good communication skills articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.

Salary Range and Work Times:To be discussed at the interview stageCore BehaviorCore Behaviors:Huntswood a ResultCX company employees have:A Winning MindsetBring Youre A Game Passion is contagious! Work every day like its your first day on the job.Strive for Greater Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.Servant LeadershipEnable and Empower all Employees Our employees are the heart of our successDo the Right Thing Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.Deliver WOW!Own It Take personal responsibility for getting things done, find a way.Deliver Unbelievable Service Create WOW moments for your customers every time.*Subject to HW incentive & remuneration policies, speak to your recruiter for more information.

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