Customer Support Quality Coordinator - Claremont - WC at Rentokil Initial South Africa

KEY WORK OUTPUTS & ACCOUNTABILITIES

• Ensure that all complaints are managed and closed in accordance with internal business standards and external legislative requirements. (within the 24 SLA)
• Support the complaints handling performance across our business
• Communicating the decision reached the customer in a clear, unbiased and fair manner.
• Identify and communicate any training requirements to Customer Support Team Leader
• Log, update and maintain customer complaints, queries and compliments using the internal ticketing system until closure of each ticket.
• Each ticket needs to be updated and closed with resolution details.
• Update these tickets in regular intervals to meet internal SLAs.
• Analyse and report on ticket data regularly and highlight trends to the business. Use root cause analysis to identify process improvements.
• Escalate service and product complaints to all relevant departments.
• Participate in corrective actions based on root cause analysis, and coordinate tracking and center approval for all complaints
• Review credit requests related to product or service complaints to ensure that they are applied and processed timely.
• Coordinate assigned investigations including drafting of reports for review.
• Research and review the written responses for approval, and determine root causes of complaints.
• Track all communication, problems, and requests from customers, and ensure that they are logged in properly and in a timely manner.
• Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.
• Develop and keep under review best practice guidance for the handling of all complaints.
• Solicit positive Google reviews upon resolution when required.

Requirements

SKILLS & COMPETENCIES

• We’re looking for someone with experience in dealing with customer complaint escalations
• The successful candidate needs to have high standards when it comes to customer interactions.
• Someone that constantly innovates processes to provide the best customer experience. Thisperson needs to be confident in driving change.
• Well spoken, a strong command of the English language and able to build professional rapport quickly
• Customer escalations experience
• You put the customer at the heart of what you do
• Accountable for your KPI’s, performance, actions & morale
• To build and maintain effective relationships with individuals in your team, the department and throughout the business
• Confident with all methods of communication. You are an open listener, articulate and willing to consider the   views of others.
• Comfortable with conflict management
• Negotiation skills

QUALIFICATIONS & EXPERIENCE:

• Matric certificate or equivalent
• Experience in a Contact Centre environment 3-5 years (Customer Service & Administrative Roles)
• Experience in Administration imperative
• Bilingual in English and Afrikaans
• Computer literate – MS Office
• Above average Excel Skills
• Above average numeracy skills