Service Experience Analyst

Job Purpose:

The role will be directly responsible for end-to-end Complaints/issue resolution and monitoring and ensuring that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers. Follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress.

The role will also identify thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause.

Key responsibilities:

• Handling and investigating end to end Customer complaints and Queries received via various channels i.e. branch walk-ins, contact centre, social media, website, emails, digital channels etc.
• Ensuring all complaints are logged in centralized system.
• Investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and keeping them updated on the resolution progress.
• Monitor and escalate recurring/thematic issues, recommend resolution and process improvements to improve overall client experience.
• Root cause analysis and insights.
• Reporting.
• Adhere to complaints management procedures and policy.
• Train frontline and support teams on the complaints management procedures to ensure adherence of the same.
• Conduct Voice of the Customer Surveys on the Complaints resolution process.
• Monitoring issues raised on Service Desk.

Knowledge, experience and qualifications required:

• 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.
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results.
• Strong customers/stakeholders engagement and management skills.
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member.
• High level attention to details and commitment to quality.
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance.
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event.