Customer Experience Officer

Designation: PP4420 - Customer Experience OfficerCategory: Corp OperationsPosted by: Alexander ForbesPosted on: 04 Aug 2025Closing date: 12 Aug 2025Location: SandtonPurpose Of The JobAlexforbes pioneers Insight to deliver Advice and solutions that Impact our customers’ lives.

Mitigating reputational risk of Alexforbes by managing and resolving complaints for the Alexforbes Group across all channels Responsible for identifying trends and root causes to improve service, advice, products and processes Accountable for transforming the customer experience to improve customer loyalty, satisfaction, value and retention, and reduce complaints and complaints trendsOverviewEducation National Senior Certificate Matric / Grade 12 – EssentialTertiary Qualifications – RecommendedExperience5 years Customer service and complaints managementGood understanding of employee benefits and administrationGood understanding of legislation pertaining to financial services, employee benefits and complaints managementAbility to work effectively and accurately under pressureExcellent skills using MS and Excel – Essential Key Performance Area Performance OutputsEffectively assist with complaints escalated in the event of non-responses, escalating complaints to the appropriate managementEffectively assisting with complaints from all channels to ensure successful resolutionLog and resolve complaints on D365 complaints management system (D365)Manage the contact us mailbox within 24 hours (1 business day), ensure all complaints are logged and managed on D365100% of complaints are acknowledged within 1 business day80% complaint resolution within 4 working daysAnswer 80% of calls within 20 seconds, abandonment less than 5%Meet and exceed QA target of 85%Effectively resolve complaints received and ensure customers’ are kept informed, expectations are managed, and customers are updated at all times.

Courtesy calls to customers to ensure customers are happy and to confirm final resolution of complaintManaging high priority social media complaints including Hello Peter complaints on the website, other social media complaints received from Marketing to be acknowledged directly with the customers as soon as possible.

Ensure resolution of all complaintsDealing with high priority complaints via telephone / email received from the CEO or Group Executive to ensure successful resolutionArranging adhoc meetings with business to understand resolution and root causesEffectively prepare stats and trends for management reportsFull investigation and analysis on complaints to understand trends and root case analysesRoot cause analysis, identification of trends associated with complaints and appropriate.

CompetenciesAdaptability and FlexibilityOperations managementComplexed problem solvingAnalytical SkillsDetail orientatedTrends and report writingExcellent communication skills both writing and oralNegotiations skillsTime ManagementTracking and reporting on operational performanceBusiness relationsConflict ManagementDecision Making and JudgementProcess ManagementAdvanced Functional SkillsAccountability and DependabilityPlanning and OrganisingProblem SolvingAttention to detailEffective prioritisationCustomer FocusChange ManagementDriving PerformanceResilienceMotivating and Inspiring within teamAdvanced People SkillsCollaboration and PartneringCustomer CentricEffective CommunicationTeam EffectivenessAdvanced Core CompetenciesChange abilityBusiness transformation thinkingCreative and Innovative ThinkingInitiativeLearning AgilityResilience