Job Description

Job Attributes

Position Name

Complaints Manager - 1

Business Unit

Beauty

Function

Customer Experience

Reporting to

Contact Centre Manager

Location

NHQ

Job Purpose

To oversee and manage the complaint handling process within an organization to ensure that customer complaints are addressed promptly, effectively, and in alignment with the organization's policies and objectives.

Key Responsibilities

• Monitor the number of follow up complaints received at the contact centre.
• Ensure accurate recording, tracking, monitoring, reporting and analysis of all complaints made to the customer service team.
• Responsible for thorough investigation of complaints within a timely fashion; communicating respectfully and empathetically with customers and other stakeholders within agreed SLAs.
• Investigate complaints including reviewing and assessing documents, telephone contact with complainants and other stakeholders.
• Be proactive in the development and implementation of policies to improve customer satisfaction.
• Support and assist the Contact Centre Manager in overseeing the effective development and implementation of complaints procedures.
• Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
• Help to maintain the ticket management system and flag any system changes that may be required to improve service delivery.
• Responsible for keeping up to date with changes to procedures and processes on a regular basis.
• To offer improvements to current processes to benefit both our internal and external customers.

Key Performance Indicators

Primary KPIs

Additional KPIs

• Customer issues resolved (%)
• Response Time (TAT)
• Customer Satisfaction (CSAT) Score
• Determine the percentage of complaints that are resolved during the initial contact (%)
• Number of repeat complaints from the same customer or regarding the same issue
• Measure the percentage of complaints that require escalation to higher levels

Job Requirements

Functional Competencies

Behavioral Competencies

• Ability to understand and prioritize customer needs, empathize with their concerns, and strive to provide timely and satisfactory resolutions
• Ability to manage conflicts and disputes between customers and the organization
• Thoroughness in documenting complaints, gathering relevant information, and ensuring accuracy in records and communication
• Efficiently prioritize and manage workload to ensure timely response and resolution of complaints within established service level agreements (SLAs)
• Strong understanding of customer service principles and best practices, with a focus on delivering exceptional customer experiences
• Strong analytical and problem-solving skills to address customer issues, resolve conflicts, and overcome challenges encountered in contact center operations
• Flexibility to navigate diverse situations and changing priorities in a dynamic customer service environment