Job Description
Company : ABSA
Location : Johannesburg, South Africa
Date listed: 20 April 2021
ABSA: FTC Internship Programme 2021
Role purpose: To provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention and identified growth targets.
Responsibilities:
- Receive clients query/complaint against via email, telephone, Actionline or any other complaints logging channels.
- Advise accordingly and appropriately.
- Capturing and assigning complaints:
- Log the query/complaint on the Complaints Management System, according to acceptable standards, and load all appropriate customer information received via fax, email and/or verbally.
- Facilitation of Complaints process: Draw reports from complaints management system and manage exception reports on a daily and filter relevant information, address outstanding and/or unresolved information.
- Compile reports on all complaints received and on customer satisfaction.
- Plan and manage timelines to ensure that complaints logged are attended to within the agreed process and SLA requirements
Required Education:
Degree / Diploma in:
- Business,
- Commerce
- Management Studies