Purpose
Manage all client feedback channels, including complaints and compliments received via social media, email, and other channels, while ensuring that all client interactions are handled professionally, efficiently, and with a strong commitment to resolution and service excellence.
Responsibilities
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Receive, manage, and respond to all client complaints and compliments across various channels (e.g. social media, email, etc.) in a timely and professional manner
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Conduct thorough and detailed investigations into client complaints to identify root causes and ensure effective resolution
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Ensure all issues are resolved promptly, with clear communication provided to clients throughout the process
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Maintain accurate records of client interactions, feedback, and resolution outcomes
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Collaborate closely with internal departments to facilitate quick and effective resolution of client issues
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Build and maintain strong working relationships with departmental managers and key stakeholders
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Develop a sound understanding of all business units and their functions to support effective issue resolution
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Act as the voice of the client internally, advocating for improvements and highlighting recurring issues or trends
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Represent the company professionally at all times, serving as a brand ambassador in both internal and external interactions
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Ensure customer service excellence and that customers are treated with empathy and understanding
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Identify opportunities to enhance the client experience and recommend process improvements
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Ensure all communication aligns with company standards, brand tone, and governance requirements
Requirements
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Minimum: Matric / Grade 12 (essential)
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Relevant insurance qualifications (beneficial)
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Proven experience in a claims or client relationship role
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Demonstrated experience in handling client complaints and managing escalations professionally
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Strong track record of building and maintaining effective relationships with clients and internal stakeholders
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Basic reporting skills (Microsoft Excel)
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Strong product knowledge
Skills & Attributes
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Exceptional interpersonal and relationship management skills
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Strong communication skills (written and verbal), with a high level of professionalism
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Ability to act proactively and to take initiative
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High level of emotional intelligence, maturity, and resilience
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Strong problem-solving and investigative skills
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Ability to manage multiple issues simultaneously and work under pressure
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Strong attention to detail and commitment to quality outcomes
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Good understanding of cross-functional business operations
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Passion for delivering excellent client service and representing the brand
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Live the King Price values
