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

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.