Johannesburg - One of the largest banking giants is currently seeking Complaints Resolution Consultants for their Call Centre.
IntroductionTo ensure all calls are answered with the agreed SLA and to ensure that the AR (Abandonment rate) is achieved.
Qualifications & ExperienceMatricA Business-related qualification would be an advantageWorking knowledge on the effective application of the Complaint Management Process and Complaints management FrameworkKey ResponsibilitiesTo acknowledge all new complaints received within the Turn Around Time- TAT.
To ensure that the complaints are thoroughly understood and forwarded to the correct area and or specialist for action and resolution.
To provide client with regular feedback regarding the status of all complaints received where the information is available on the system.
To ensure that all types of complaints are dealt with accordingly and all concerns raised by the customer are noted and addressed in detail.
To ensure that the complaints are dealt within the turnaround time.To ensure that if the resolution is done telephonically, the details of the call to be captured (date, time and contact number), on the relevant systems.
To constantly provide Superior Customer Service .To ensure that all complaints received are handled and resolved fairly and timeously, within SLA / TAT.
To ensure telephony adherence is achieved daily.To ensure that the work produced is of quality (QA).To raise complaints with the relevant Department Manager / Heads to highlight breaks in service provided and keep record of these instances.