Customer Care & Complaints Handler – 3-month contract
As a Customer Care & Complaints Handler, you will play a crucial role in ensuring the satisfaction of our customers by addressing their enquiries, concerns and complaints in a timely and effective manner. Your primary responsibilities will be to provide excellent customer service and turn negative experiences into positive outcomes through active problem-solving.
You will work with other departments to gather the relevant information and cascade back to the customer in a clear and concise manner.
Respond to customer enquiries and provide information regarding their accounts, our service and policies in a clear and concise manner.
Handle customer complaints, concerns, and feedback professionally and empathetically.
Ensure a positive customer experience through effective communication and problem-solving.
Investigate and analyse customer complaints to identify root causes and propose solutions.
Collaborate with relevant departments to address underlying issues and prevent recurrence of complaints.
Implement corrective actions and resolve customer issues and ensure customer satisfaction.
Documentation and Reporting:
Maintain accurate and detailed records of customer interactions, complaints and resolutions.
Prepare and submit regular reports on complaints trends, resolution times and customer feedback to management.
Identify opportunities for process improvement to enhance overall customer experience
Proven experience in customer service, complaints handling or a related role
Strong communication and interpersonal skills