Complaint Investigations Officer

Job Description

We are seeking a Complaint Investigations Officer responsible for managing and resolving customer complaints efficiently. The successful candidate will identify root causes and implement corrective actions to enhance our service quality.

Responsibilities

• Evaluate and assess complaints systematically to find root causes.
• Communicate effectively with customers throughout the complaint resolution process.
• Assist in the development and refinement of complaint management strategies.
• Monitor follow-up actions to ensure commitment from all parties involved.
• Contribute to team meetings with insights gathered from complaint reports.

Requirements

Education

• A degree in a relevant field is preferred
• Certifications in conflict resolution are a plus

Experience

• Experience in regulated industries is an advantage

Technical Skills

• Call Centre Software

Soft Skills

• Strong problem-solving skills
• Teamwork

Languages

• English: Fluent

Advantageous

• Familiarity with Quality Assurance frameworks: Experience with Six Sigma methodologies.
• Leadership experience: Experience managing teams in a customer service environment.

Benefits

• Generous annual leave and sick leave
• Wellness initiatives and employee assistance programs
• Opportunities for career advancement
• Team-building activities

Company Culture

• Diversity and Inclusion: We embrace diversity and aim to create an inclusive workplace for everyone.
• Innovation: Encouraging creative solutions to improve our services is at the heart of our operations.
• Supportive Environment: We provide a supportive environment where employees can thrive.