The Service Experience Analyst is directly responsible for end-to-end complaints/issue resolution and monitoring. This role ensures that all complaints are captured in the centralized complaints management system and thoroughly investigated to guarantee a fair outcome for customers. You will follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress.
Additionally, the role will identify thematic issues and work with various stakeholders to formulate actions to resolve the matters at the root cause.
Key Responsibilities
Handling and Investigating: Manage and investigate end-to-end customer complaints and queries received via various channels including branch walk-ins, contact centre, social media, website, emails, and digital channels.
System Logging: Ensure all complaints are accurately logged in the centralized system.
Complainant Communication: Investigate complaints thoroughly and timely; communicate respectfully and empathetically with complainants, keeping them updated on the resolution progress.
Escalation & Process Improvement: Monitor and escalate recurring/thematic issues, recommending resolution and process improvements to improve overall client experience.
Analysis: Perform root cause analysis and generate key insights.
Reporting: Regularly report on customer complaints and issues.
Policy Adherence: Adhere strictly to complaints management procedures and policies.
Training: Train frontline and support teams on complaints management procedures to ensure compliance.
Surveys: Conduct Voice of the Customer Surveys on the complaints resolution process.
Service Desk Monitoring: Monitor issues raised on the Service Desk.
Requirements and Qualifications
University degree from a recognized institution.
Minimum of 2 years’ experience in managing customer complaints within the financial services industry.
Excellent relationship development skills applied within a customer service role.
Excellent written and verbal communication.
Strong interpersonal and negotiation skills.
Ability to build rapport and establish relationships with internal and external stakeholders in a collaborative manner.
Strong customer and stakeholder engagement and management skills.
Proven ability to multi-task and prioritize tasks effectively.
High level of attention to detail and commitment to quality.
Demonstrated understanding of how efficient processes and correct behaviors enable excellent customer service.
Ability to interpret data and conduct root/cause analysis to reduce wastage and improve performance.
Ability to manage high volumes and lead a team to work effectively under pressure.
How to Apply
Interested and qualified candidates should apply online by visiting the application link on Britam's career portal: Britam on britam.taleo.net.
