Complaints Manager

Responsibilities

·       Manage large amounts of incoming phone calls.

·       Communicating with customers through various channels.

·       Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

·       Keep records of customer interactions, process customer accounts and file documents

·       Follow communication procedures, guidelines and policies.

·       Identify and assess customers’ needs to achieve satisfaction.

·       Build sustainable relationships and trust with customer accounts through open and interactive communication.

·       Provide accurate, valid and complete information by using the right methods/tools

·       Respond promptly to customer inquiries.

·       Keep records of customer interactions, transactions, comments, and complaints.

·       Communicate and coordinate with colleagues as necessary.

·       Provide feedback on the efficiency of the customer service process.

        Ensure customer satisfaction and provide professional customer support.