Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and
complaints. Includes Call Centre - Outbound, Call Centre/Customer Service and e-Commerce Customer Service.
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.
A main purpose of this role is to ensure the CEO Exec 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