Executive Complaint Agent
Effective complaint management is critical to customer satisfaction. This role manages high level complaints escalated internally and direct from Social Media, Press & Legal sources.
We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service.
How will I add value in this role?
A main purpose of this role is to ensure the Executive Complaint team continues to deliver outstanding customer service whilst supporting customers with complaint resolution, we;
• Pride ourselves on providing dedicated case management for customers and take full ownership of an issue ensuring that we reach the right resolution as effectively as possible
• Understand customers view points and their experience
• Identify the root cause of complaints and channel them internally for continuous improvement
• Act as the Voice of the Customer for all internal projects offering unique insights from a customers’ perspective
• Ensure that we are compliant with all Regulatory and Legal requirements
• Support our colleagues and enjoy a collaborative way of working with all areas of our business
What do I need in order to deliver?
- Excellent Communication Skills
- Excellent organisational Skills
- Negotiation and objection handling skills
Be great to also have:
- Complaint management experience
- Consumer Telco experience