Customer Success Specialist

Purpose

Manage all client feedback channels, including complaints and compliments received via social media, email, and other channels, while ensuring that all client interactions are handled professionally, efficiently, and with a strong commitment to resolution and service excellence.

Responsibilities

• Receive, manage, and respond to all client complaints and compliments across various channels (e.g. social media, email, etc.) in a timely and professional manner
• Conduct thorough and detailed investigations into client complaints to identify root causes and ensure effective resolution
• Ensure all issues are resolved promptly, with clear communication provided to clients throughout the process
• Maintain accurate records of client interactions, feedback, and resolution outcomes
• Collaborate closely with internal departments to facilitate quick and effective resolution of client issues
• Build and maintain strong working relationships with departmental managers and key stakeholders
• Develop a sound understanding of all business units and their functions to support effective issue resolution
• Act as the voice of the client internally, advocating for improvements and highlighting recurring issues or trends
• Represent the company professionally at all times, serving as a brand ambassador in both internal and external interactions
• Ensure customer service excellence and that customers are treated with empathy and understanding
• Identify opportunities to enhance the client experience and recommend process improvements
• Ensure all communication aligns with company standards, brand tone, and governance requirements

Requirements

• Minimum: Matric / Grade 12 (essential)
• Relevant insurance qualifications (beneficial)
• Proven experience in a claims or client relationship role
• Demonstrated experience in handling client complaints and managing escalations professionally
• Strong track record of building and maintaining effective relationships with clients and internal stakeholders
• Basic reporting skills (Microsoft Excel)
• Strong product knowledge

Skills & Attributes

• Exceptional interpersonal and relationship management skills
• Strong communication skills (written and verbal), with a high level of professionalism
• Ability to act proactively and to take initiative
• High level of emotional intelligence, maturity, and resilience
• Strong problem-solving and investigative skills
• Ability to manage multiple issues simultaneously and work under pressure
• Strong attention to detail and commitment to quality outcomes
• Good understanding of cross-functional business operations
• Passion for delivering excellent client service and representing the brand
• Live the King Price values