Customer Experience Analyst

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 prioritize tasks – in particular the ability to support and prioritize 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.
  

• 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.