Complaints Handler

Complaints Handler

Our client pride themselves on delivering exceptional customer service and maintaining the highest standards of customer satisfaction. We are currently seeking a dedicated and skilled Full-time Complaints Handler to join their customer focused team and help us continue to exceed our customers' expectations.

Job Overview

As a Full-time Complaints Handler, you will be responsible for managing and resolving customer complaints efficiently and effectively. You will act as a crucial link between our customers and the company, ensuring that all issues are addressed promptly and professionally. This role requires excellent communication skills, a compassionate approach, and a strong customer focus.

Key Responsibilities

• Receive, investigate, and resolve customer complaints in a timely and satisfactory manner
• Manage a high volume of inbound and outbound calls, emails, and written correspondence
• Analyze complaints to identify root causes and patterns, and provide recommendations for process improvements
• Maintain accurate and detailed records of all customer interactions and complaint resolutions
• Collaborate with other departments to ensure comprehensive resolution of complex issues
• Adhere to company policies, procedures, and regulatory requirements when handling complaints
• Provide regular updates to customers on the progress of their complaints
• Escalate complex or high-priority complaints to senior management when necessary
• Contribute to the development and implementation of complaint handling strategies and best practices
• Participate in training sessions and stay updated on industry trends and regulations

Required Skills and Qualifications

• Proven experience in complaints handling and resolution, preferably in a customer service environment
• Excellent verbal and written communication skills
• Strong active listening skills and ability to empathise with customers
• Proficiency in managing high volumes of inbound and outbound calls
• Ability to remain calm and professional under pressure
• Strong problem-solving and analytical skills
• Excellent attention to detail and accuracy in documentation
• Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite

For more information, please contact the team at Recra.