Consultant: Customer Recovery

Purpose of the Job: 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.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in a Customer Management related qualification.
• Relevant 3 years’ experience in client service experience related environment.

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Proficient with powerpoint, excel, word, and MS project.
• Strong understanding of operations.
• Clear communication.
• Strong negotiation skills.
• Active listening.
• Troubleshooting knowledge and skills.
• Customer service knowledge.

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.

Qualifying Persons with Disabilities (PWD) applications will be given first preference.

For job related queries contact Mzwandile at 083 805 1591