Job Description
THE JOB
The objective of the role of Customer Advocate is to investigate difficult cases referred by the other areas of the company. These will be predominately post event, including those referred by the Contact Centre, Client Managers and other management to ensure successful resolution is achieved which meets, where possible, the requirements of all parties.
Complaint logs are to be kept and recommendations are to be made to the Planning & Operations Manager when circumstances warrant that an internal write off is to occur. These are subject to acceptable by the Operations Manager and final approval from the Finance Operations Director.
Provide assistance to the Fraud Analyst as required. Duties include the following:
Fraud detection, analysis and management.
WHAT YOU WILL BE DOING
Receive and respond to customer complaint emails.
Investigate customer concerns.
Liaise with client ...