Complaints Officer

Client Affinity Health
Reference # 82/2017
Published 10/07/2017
Contract Type Permanent
Location Benoni, Gauteng, South Africa
Introduction
To be responsible for the investigation of complaints received (all products). To be an effective communicator (verbal and written) and ensure complaints are handled according to SLA’s as set out in the Affinity Complaints Resolution Policy and Treating Customers Fairly Policy.
Job Functions Administration,Advisory,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Media,Medical,Social Media,Strategic Communication
Industries Admin, Office & Support,Call Centre & Helpdesk,Financial Services,Funeral Service,Healthcare,Insurance,Medical,Pharmaceutical / Medical / Healthcare / Hygiene
Specification
To be responsible for investigating, resolution and reporting of member related queries.
b) Ensure all Policies and Procedures relating to customer complaints are followed and are adhered to.
c) Perform duties delegated by Manager.
d) To maintain complaints registers as required by compliance.
e) Escalate all unresolved issues/complaints to the Manager and keep them informed of progress.
f) To engage positively with Members regarding their complaints as well as keeping Members updated until a resolution has been reached.
g) Ensure that all client information is correct.
h) Investigate and resolve all complaints received from Customer Care and Conservations
i) Investigate and resolve all complaints received from Social Media platforms, Pre-auth, and the complaints email address.
j) Draft and send all decline and repudiation letters.
Requirements
3) Mandatory Qualifications
a) Matric Certificate.

4) Advantageous Qualifications
a) Customer Relations/ Service Certificate

5) Mandatory Experience/Exposure
a) MS Word and MS Excel experience.
b) Bilingual in English and Afrikaans.
c) Must be able to multi-task and prioritize in a demanding and rigorous working
environment.
d) Grammar must be high and substantial vocabulary is required.
e) Professional demeanor and appearance including proper telephone and email etiquette.
f) Patience, ability to deal with difficult Members.

6) Advantageous Experience/Exposure
a) Sound knowledge of the business and all products.

7) Knowledge and Skills
a) Intermediary Microsoft Outlook skills.
b) High organizational skills.
c) Excellent interpersonal skills.
d) Excellent administrative skills.
e) Excellent written and communication skills.
f) Good organization and time management skills.
g) Client relationship-building skills.

8) Desired attributes
a) Mature individual.
b) Team player.
c) High level of enthusiasm, initiative and energy.
d) Able to work independently.
e) High degree of commitment and motivation.
f) Self-motivated.
Job Closing Date 10/08/2017
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