Complaints Resolution Representative

Job Description To provide customers with excellent service by ensuring that they are served promptly understanding their needs and processing their requests Build and maintain strong relationships with internal and external stakeholders

• Assist to investigate queries/complaints
• Provide feedback to customers, either via telephone or e-mail, which should adhere to the following principles: Correct grammar and spelling, Professional and business-like but empathetic (see the customer’s point of view), Answering all points raised by the customer, Offering the customer alternatives that will help them to bank more efficiently/conveniently, Avoid banking jargon and use simple language
• Ensure that turnaround times are strictly adhered to: High priority complaints – 2 working hours, General complaint – 6 working hours, Queries – same working day but no longer than 1 working day
• Action/refer for action any customer requests (upgrades, pricing changes, card orders etc.) flowing from queries/complaints.
• Ensure that the customer request referred to above are carries out
• Refer queries/complaints that cannot be answered to the relevant area for resolution
• Follow up on any complaints referred to other areas
• Analyse a complaint/query correctly in order to select the correct MIS on the Care system thereby ensuring accurate stats and that the business has accurate root cause analysis information on demand.
• Log all compliments received from internal business units on the Care system.
• Assist the Complaints Resolution Manager by periodically visiting social media complaint sites in order to gain competitor insights to aid the ongoing improvement of the customer experience.
• Maintain awareness of any changes to products, services and offers – this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc.
• Assist to investigate and evaluate any rewards programme claims received from the various channels via the VBS Reversal System
• Assist with the Customer Experience Improvement project when required – this project involves the sending of e-mails requesting customers to rate a direct interaction with the business unit and provide comments based on the interaction. Assistance includes: Analysing and directing to the correct area if necessary, providing feedback to customers – either via telephone or e-mail if necessary, Ensure that any complaints or queries un-related to the business unit interaction are dealt with i.e. customers often use any forum they can find to request credit, complain about fees or ask about smart devices etc.

Job Details Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below 03/07/25 All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.