Job Description
About the Role
As a Complaints Advisor at eThekwini, you will play a critical role in handling inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries, and completing end-to-end case assessments in a regulated environment. You will be responsible for data cleansing to ensure customer records and documents are accurate and complete before progressing each case.
Key Responsibilities
- Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
- Maintain accurate case notes, audit trails, and documentation in line with scheme requirements
- Deliver high-quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
- Manage customer cases and complaints end-to-end, ensuring decisions align with regulatory standards
- Conduct comprehensive case reviews, gathering evidence and validating information
- Handle objections, evidence reviews, and case reconsiderations
- Identify and escalate complex queries, complaints, and vulnerable customer cases
Requirements
Minimum of a Matric/NQF 4 qualification
Min 1-year unbroken previous experience is essential in a fast-paced telephony environment, complaints handling, or case management.
Skills Required:
- Strong written and verbal communication skills
- High attention to detail and sound judgement
- Problem-solving skills with the ability to adopt a logical approach to resolving problems
- Good data and statistical analysis skills
- Good IT literacy and data entry accuracy
Qualifications
None mentioned in original job description.
Salary & Benefits
Salary information not specified in original job description.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in KwaZulu-Natal
In KwaZulu-Natal, the customer service and support industry is typically a growing sector, driven by the increasing need for effective communication and problem-solving skills in various sectors. As a result, this field offers a range of opportunities for individuals who are passionate about delivering exceptional service to clients and customers. Generally, career progression in this field can lead to more senior roles with greater responsibility and higher earning potential.
Typically, salaries for customer service and support professionals in KwaZulu-Natal fall within the broad range of R300 000 to R600 000 per annum, depending on factors such as experience, company size, industry sector, and specific job requirements. However, please note that these figures are general estimates and actual salaries can vary significantly.
Common skills required for customer service and support roles include excellent communication and interpersonal skills, problem-solving abilities, a strong work ethic, attention to detail, adaptability, and technical proficiency in tools such as CRM software or helpdesk platforms. Often, candidates with experience in sales, marketing, or human resources also possess valuable transferable skills that can be applied to these types of roles.
Many industries commonly employ customer service and support professionals, including financial services sector, technology industry, manufacturing sector, and e-commerce companies. The demand for skilled customer-facing staff is high across various sectors, making this a versatile field with opportunities for growth.
Career development in customer service and support often involves progressing to more senior roles such as team leader or supervisor, where individuals can develop their leadership skills, mentor others, and contribute to the overall strategy of the organisation. Typically, employees in these roles have several years of experience under their belt, and may also have opportunities for career advancement into management positions or specialist roles within the company.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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