To support managers in specific brands to manage their 0-6 rating received from surveys sent to customers. Responsible to analyze customer feedback, look for trends, report back to business with ideas to drive down 0-6 rating scores and investigate the customer journey to identify gaps in
They are required to take ownership of the Genex platform, ensure business contacts customers and try and fix the relationship between customer and brand.
Job Title: Customer Escalation Management Consultant
Location: Dainfern, Gauteng, South Africa
Reference # CEM1903
Contract Type: Permanent
Salary: Market Related
Customer Needs/Data Exploration
Work independently to collate and analyze 0-6 customer ratings using Genex and to identify trends and failure hotspots in order to drive change in business.
- Change Agent
Provide adhoc support to teams to facilitate customer experience enhancements, identified through data analysis. Log and track changes and closing the loop on the customer initiatives and their impact on scores.
- Client & Customer Management (External)
Provide team leads with failure hotspots to improve behavior, processes and systems that impact on customer relationships.
- Data Management
Help others get the most out of data management systems by providing support and advice.
- Performance Management
Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team leads; allocate work and review quality upon completion.
- Stakeholder Engagement
Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and drafting supporting materials to promote understanding and commitment.
- Continuous Improvement
Contribute to reviewing existing operations and work with managers and team leads to generate new ideas to assist in identifying continuous improvements.
- General Education
- Matric/ SAQA accredited qualification (essential)
- General Experience
1 to 5 years of proven business analysis or related experience (Essential)
In-depth knowledge of the short term insurance industry (Advantageous)
Knowledge of more than 1 business functional area (Advantageous)
- Job Advert Disclaimers*SAQA Accredited Equivalent -It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.
- #Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
- Employment Equity
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion
Application Deadline: 10/04/2020