Indexing Complaints Administrator (12 month contract) at Sanlam Group

What will you do?

• As an Entry-Level Complaints Indexer you will play a vital role in ensuring that all complaints received through the mailbox are properly captured, allocated, and responded to. This requires excellent communication skills, a strong customer service focus, the ability to work well under pressure and acknowledging complaints, providing timely and professional responses. 

Key responsibilities

• The central point of entry for all work thus a crucial service support function in ensuring effective service delivery 
• Pro-actively gathers, manages and controls the flow of work received and actions include the indexing, expediting, distribution and allocation of the work
• Review incoming messages and identify key information
• Sort emails into appropriate folders based on subject matter and priority
• Create new folders and subfolders as necessary to organize emails
• Maintain accurate and up-to-date records of all emails indexed
• Follow company policies and procedures regarding email retention and deletion
• Provide support to other team members as needed
• Capture and allocate complaints that are received via the mailbox
• Escalate urgent or complex complaints to the appropriate team member for resolution
• Maintain a record of complaints and their status for future reference
• Send acknowledgements of complaints to complainants
• Manage tracker and accurately log complaints on the complaints system
• Ensure that all complaints are accurately recorded and tracked in the complaints system
• Ensure that all complaint data is maintained in a secure and confidential manner

Qualifications and experience

• Matric/Grade 12
• A good pass in Matric/Grade 12 English additional language will be an advantage

Knowledge and skills

• Microsoft office skills especially Outlook, Excel and MS Teams
• Communication skills
• Computer literacy is a non-negotiable 

Behavioural competencies

• Responsible with a high level of accountability
• Excellent interpersonal and communication (written and verbal) skills
• Client focused
• Professional
• Effective time management skills
• Self-motivated with a strong focus on delivery
• Conceptual thinking skills 
• Must be able to work under pressure, individually or as member or a team
• Team player
• Innovative thinker with good problem-solving skills
• Flexible 
• Able to adapt to change
• Excellent attention to detail