Email:

info@trustededgeconsult.com
trusted@trustededge.ng

Contact Phone

+234-705-041-5550

Mon - Fri

9.00am - 6.00pm
COMPLAINT MANAGEMENT SPECIALIST @ Trusted Edge Partner
  • LAGOS
  • MANUFACTURING
  • Application Deadline : 22nd August, 2019

Description

Job Objectives

Complaint Management specialist’s primary responsibility is to investigate and resolve customer complaints, communicate with customers directly to resolve issues and follow up promptly. Gather data, investigate and analyze it, and evaluate other information alongside it to identify possible problem areas and causes. Review the analysis to write up reports with recommendations, including preventive or corrective actions, for management

JOB RESPONSIBILITIES

?Partners with sales operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.

?Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.

?Evaluates complaint management process to ensure consistent practices in accordance with policies, procedures and all state/federal laws.

?Calibrates with peers and management on previous resolutions to ensure accuracy of handling and process.

?Inept knowledge of product, services and processes of multiple departments allow for quicker complaint resolutions.

?Maintains a comprehensive working knowledge of all systems, business processes, departmental issues, and policies and procedures.

?Escalates all identified gaps and/or trends to leadership.

Competence Requirements:

Technical:

•Communication Management

•Root cause analysis management

•Data Management

•SOP Management

•Revenue Growth Management

Generic:

•Ability to determine defects or errors in process or procedure.

•Demonstrates ability to confirm and check for understanding of communication.

•Ability to adjust to new developments/changing circumstances.

•Ability to work in a fast paced, rapidly changing environment.

•Ability to build and foster internal and external relationships.

•Ability to educate customer on a service or product solution.

•Ability to present information or solution in a clear and concise manner

Educational Qualifications: A Bachelor’s Degree

An MBA is desirable, but not mandatory

Desired Experience: Minimum of 10 years of experience, in customer experience management and contact center management.

Previous experience working in a front-line customer-facing role will be strongly considered.



Short Info

  • Posted: 10 months ago
  • Industry: MANUFACTURING
  • Employment Type: FULL-TIME

Company Info