Complaints Resolution Officer at Liberty Group South Africa

Purpose

• To deliver support services in order to resolve complaints within the SLA framework in order to mitigate organisational reputational and financial risk through the execution of predefined objectives as per agreed standard operating procedures.

Minimum Experience

• 1 - 2 years experience in a similar environment

Minimum Qualifications

• Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications
Outputs
Process

• Type, edit and generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
• Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
• Plan for, administer and process customer complaint related tasks and activities effectively and efficiently in alignment with performance objectives.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies
Liberty Values
Technical Competencies

• Product and/or Service Knowledge (Basic)
• Call reporting (Basic)
• Handling Difficult Calls (Intermediate)
• Query resolution (Intermediate)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Customer Orientation (Basic)
• Customer service orientation (Basic)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Teamwork and Cooperation (Basic)
• Problem Solving and Analysis (Basic)
• Communicating with Impact (Basic)