Key Responsibilities:
- Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process
- Handling all new incoming complaints
- Liaise with the Complaints Manager to update and manage complaints processes and procedures
- Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained
- Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations
- Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues
- Communicating outcomes to the customer
- Ensure all customer feedback is collated and that intelligent analytical approach is adopted
- Prepare clear, informed responses to customers via letter and email
- Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise
Requirements
Qualification and Experience:
- Minimum of 1 years’ experience in a customer service and/or quality/complaints function
- Meticulous eye for detail and ability to prioritise effectively
- Highly organised with a rigorous problem-solving technique
- Willingness and ability to undertake training needed to fulfil the changing requirements of the job
- Ability to work as part of a team, promote team working and share ideas
Work mode:
Work from Office.
Shift Time:
10am-7pm.
Location:
DHA Sector F Rwp.
Salary:
Market Competitive.
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