Purpose

Manage all client feedback channels, including complaints and compliments received via social media, email, and other channels, while ensuring that all client interactions are handled professionally, efficiently, and with a strong commitment to resolution and service excellence.

Responsibilities

• Receive, manage, and respond to all client complaints and compliments across various channels (e.g. social media, email, etc.) in a timely and professional manner
• Conduct thorough and detailed investigations into client complaints to identify root causes and ensure effective resolution
• Ensure all issues are resolved promptly, with clear communication provided to clients throughout the process
• Maintain accurate records of client interactions, feedback, and resolution outcomes
• Collaborate closely with internal departments to facilitate quick and effective resolution of client issues
• Build and maintain strong working relationships with departmental managers and key stakeholders
• Develop a sound understanding of all business units and their functions to support effective issue resolution
• Act as the voice of the client internally, advocating for improvements and highlighting recurring issues or trends
• Represent the company professionally at all times, serving as a brand ambassador in both internal and external interactions
• Ensure customer service excellence and that customers are treated with empathy and understanding
• Identify opportunities to enhance the client experience and recommend process improvements
• Ensure all communication aligns with company standards, brand tone, and governance requirements
  

Requirements

• Minimum: Matric / Grade 12 (essential)
• Relevant insurance qualifications (beneficial)
• Proven experience in a claims or client relationship role
• Demonstrated experience in handling client complaints and managing escalations professionally
• Strong track record of building and maintaining effective relationships with clients and internal stakeholders
• Basic reporting skills (Microsoft Excel)
• Strong product knowledge

  Skills & Attributes

• Exceptional interpersonal and relationship management skills
• Strong communication skills (written and verbal), with a high level of professionalism
• Ability to act proactively and to take initiative
• High level of emotional intelligence, maturity, and resilience
• Strong problem-solving and investigative skills
• Ability to manage multiple issues simultaneously and work under pressure
• Strong attention to detail and commitment to quality outcomes
• Good understanding of cross-functional business operations
• Passion for delivering excellent client service and representing the brand
• Live the King Price values