Complaints And Customer Service Representative

As a Complaints and Customer Service Representative, you will research customer requests for disputed items, investigate, update outdated information where necessary and process any other specific requests via mail, email and phone calls.

You will handle immediately or direct to the appropriate resolver group for further investigation/resolution and utilise various prescribed methods to obtain current information: call creditors, interview borrowers when necessary, contact landlords for rental verification's and/or contact the client when necessary.

What you’ll do

• Handle a range of customer interactions (primarily calls) including complaints and queries, in order to effectively address issues in a manner which ensures that the customer is fully informed and appropriately advised on steps towards resolution and associated timeframes

• Use information and resources available to investigate and resolve customer queries immediately or direct to the appropriate resolver group for further investigation/resolution

• Where immediate resolution is not possible, case-manage the resolution process and associated customer interactions ensuring that the customer is kept appropriately informed and advised in line with agreed expectations

• Value complaints as a means of strengthening our processes & improving our relationship with our customers

• Use a variety of customer channels and communication tools to interact with the customer, including telephone, e-mail, letter, Social Media, Chat and others

• Work to agreed goals with a high priority on quality

What experience you need

• Good customer service experience ideally within consumer complaints

• Good experience of managing conflict and difficult conversations

• Good computer skills able to use MS Office word, Excel and ideally G Suite
  

What could set you apart

• Experience within a regulated environment

• Good experience of handling vulnerable customers