Our client a leader in the FMCG industry is looking to appoint a Complaints Officer with a Business / Communications Diploma or related tertiary qualification and 3 years working experience in a customer services environment. You will be responsible to assist the CR Manager in managing the customer service portfolio by professionally resolving customer correspondence regarding their experience.

Purpose
To assist the Customer Relations Manager in managing the Customer Service portfolio by professionally resolving customer correspondence regarding their experience emailed to the department via company websites and assist in implementing/maintaining customer service policies in stores and at the same time protect the interest of the company.
To timeously and professionally resolve customer correspondence.
To professionally execute daily duties.
To submit weekly reports of incidents handled timeously and accurately.
To assist with the implementation/maintenance of customer service policies in branches

Minimum Requirements
Business / Communications Diploma or related tertiary qualification
3 Years working experience in a customer services environment preferably in Retail
3 Years working experience in World-class customer service principles
Knowledge of dealing with irate customers
Excellent verbal and written communication skills
Well spoken
Fluent in English and Afrikaans

KPI's

To timeously and professionally resolve customer correspondence / queries:
•Receive and deal with incoming correspondence and escalate to appropriate parties when necessary.
•Log all complaints on the CRM system.
•Attempt to resolve cases swiftly.
•Maintain Group customer service standards in terms of the handling of correspondence.
•Investigate complaints and gathering of information with regards to complaints/queries
•Reply to correspondence/queries
•Escalate sensitive correspondence to the Customer Relations Manager.
•Liaise with different parties to ensure that issues noted in correspondence are resolved.

To professionally execute daily duties:
•Escalate cases to regional or divisional manager if feedback is not received within 24 hours from first level
•Cases must be resolved within 48 hours, unless it includes third parties such as suppliers, or requires further investigation and/or testing
•Ensure that full resolutions are recorded in case logs
•Provide customers with product and service information where possible
•Identify and resolve customer issues using the company policy and procedures and use own initiative
•Complete all call logs correctly and with the most necessary details/information and ensure you always use spell check where necessary
To submit weekly reports of incidents handled timeously and accurately:
•Make sure all complaints/questions are answered/resolved in a reasonable time-frame
•Be able to explain why certain complaints/queries were not resolved
•Provide feedback on complaint counts and trends

To assist with the implementation/maintenance of customer service policies in stores:
•Phone stores to follow-up on service standards and to report incidents.
•Inform stores on Customer Service policy when necessary.
•Ask stores to improve service levels in specific areas
•Ask stores to resolve complaints