• To be an effective communicator and to ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process; to be the first point of contact for all complaining customer related issues; and to provide complaint trends and communicate lessons learnt to the Manager, so service levels can be improved.
• To uphold the company’s ethics, operating policies and conform with the department work instructions.
• Investigates, resolves, and reports all customer related complaints.
• Ensures that the company's policies and procedures relating to customer complaints are followed and are adhered to and documented within the database.
• Being the main point of sales contact, liaises with operational colleagues, ensures that customers are kept fully informed of progress at all times.
• Responds positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• Receives all calls related to customers' complaints, and takes all necessary actions to resolve and close complaints.
• Makes outbound calls, emails and/or letters that might be needed to communicate any related information with any related party.
• Ensures that all written communication is carried out as per the customer service procedures and any contractual specification.
• Prepares reports (daily, weekly, monthly, quarterly, biannual and annual) and conduct analysis that relate to the complaints, including qualitative and quantitative reporting.
• Reports and / or escalates any unsolved issues to Customer Service Manager.
• Acts as an ambassador for GIG and behaves in a professional and courteous manner at all times.
• To be pro-active in the development of good relations within the community and this may involve attending Client Meetings or attending operational team groups, to update on complaints, this would be by exception.
• Participates in the organization's training programs and other activities as appropriate.
• Attends meetings regarded as essential in the performance of the role.
• Any other task as assigned by the Concerned Manager in connection with the Company's operational requirement
Job Details
| Posted Date: | 2018-04-03 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Insurance |
Preferred Candidate
| Career Level: | Mid Career |
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