Complaints Handler
Our client pride themselves on delivering exceptional customer service and maintaining the highest standards of customer satisfaction. We are currently seeking a dedicated and skilled Full‑time Complaints Handler to join their customer focused team and help us continue to exceed our customers’ expectations.
Job Overview
As a Full‑time Complaints Handler, you will be responsible for managing and resolving customer complaints efficiently and effectively. You will act as a crucial link between our customers and the company, ensuring that all issues are addressed promptly and professionally. This role requires excellent communication skills, a compassionate approach, and a strong customer focus.
Key Responsibilities
- Receive, investigate, and resolve customer complaints in a timely and satisfactory manner
- Manage a high volume of inbound and outbound calls, emails, and written correspondence
- Analyze complaints to identify root causes and patterns, and provide recommendations for process improvements
- Maintain accurate and detailed records of all customer interactions and complaint resolutions
- Collaborate with other departments to ensure comprehensive resolution of complex issues
- Adhere to company policies, procedures, and regulatory requirements when handling complaints
- Provide regular updates to customers on the progress of their complaints
- Escalate complex or high-priority complaints to senior management when necessary
- Contribute to the development and implementation of complaint handling strategies and best practices
- Participate in training sessions and stay updated on industry trends and regulations
Required Skills and Qualifications
- Proven experience in complaints handling and resolution, preferably in a customer service environment
- Excellent verbal and written communication skills
- Strong active listening skills and ability to empathise with customers
- Proficiency in managing high volumes of inbound and outbound calls
- Ability to remain calm and professional under pressure
- Strong problem‑solving and analytical skills
- Excellent attention to detail and accuracy in documentation
- Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite
For more information, please contact the team at Recra.
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