Our client requires the services of Customer Complaints Officer to assist the Customer Relations Manager in managing the Customer Service portfolio by professionally resolving customer correspondence regarding their supermarket shopping 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.

The key performance is:

? 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 via FCR.
? 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.
? Escalate cases to regional or divisional manager if feedback is not received within 24 hours from first level
? Ensure 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
? 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
? Provide feedback on complaint counts and trends
? To assist with the implementation/maintenance of customer service policies in stores

The successful candidate must have:

? Matric with a Business /Communications diploma or related qualification
? 3 years + Retail customer service environment
? 3 years World-class customer service principles
? Excellent telephone etiquette
? Must know how to handle irate customers
? Must be enthusiastic, committed and have excellent work acumen
? Excellent verbal and written communication skills
? Ability to deliver results and meeting customer expectations
? Excellent presenting skills
? Must be able to perform under pressure
? Must be a proactive and responsible team player

Please note that only short listed candidates will be contacted.