Service Recovery Specialist MMH260922-3

Role Purpose

Resolution of high level and escalated queries and retention of current membership base including social media, Hello Peter, Business escalation and complementary products.

Requirements

• Matric or Grade 12
• Diploma will be an advantage
• 3 – 5 year’s industry experience
• Business communications skills
• Complementary product knowledge is essential
• Social media knowledge is essential

Duties and Responsibilities

• Handling high level unresolved queries/disputes arising from clients and complaints from VOC, Hello Peter, CMS and the Scheme.
• Ensure that the appropriate service recovery measures and plans are implemented to handle member escalations.
• Liaising with the departments that do not meet the standards of service as laid down in Scheme service level agreements.
• Ensuring that the recommended corrective measure to the defaulting departments does not take place.
• Identify areas where training is required to improve service levels.
• Identify process and system shortfalls in order to improve efficiencies.
• Reduce repeat calls and volumes into the business.
• Building and maintaining relationships with coaches, service managers & heads of the various business units.
• Compilation of service recovery reports.
• Keeping a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Ensuring that member feedback on queries received via VOC and the business is finalised within 24 hours of receipt.
• Ensuring 15 minute feedback on social media enquiries.
• Reports as requested by the Scheme are accurately and timeously completed and included in the necessary documents.
• All departments meet requirements as per service level agreement with the Scheme.
• Process improvements are tracked and there is evidence to show improvement.
• Contribute to the growth of the business.

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