Customer Resolutions Specialist
7 days ago
At Rabobank, we’re proud to be the world’s leading specialist in food and agribusiness banking. Our success lies in our people, who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.
Based from our new, purpose-built office in Union Square, we have an exciting opportunity for a Customer Resolutions Specialist to join our team
The focus of this role is to ensure we continue to provide our customers with exceptional value and service. You’ll work closely with the Customer Resolutions Manager, to review, investigate and resolve customer feedback, escalations and complaints. This will involve:
- End-to-end management of customer feedback
- Reviewing feedback and customer insight data to determine emerging trends in the feedback, and assign actions to the business to address these.
- Providing coaching to the business on process and practice improvement, including overseeing the provision of training where necessary
- Preparation of reports for the CEO and Board on customer feedback, the management of complaints, and areas of progress.
- Engagement with Rabobank’s client councils to gain independent client feedback on our products and services.
- Customer service experience, including dispute resolution
- Be solutions focussed with excellent problem solving and critical thinking skills
- The ability to approach situations with an open and unassuming mind
- Strong analytical skills and ability to find trends in data
- Excellent communication skills, both verbally and in writing.
- High attention to detail and work with accuracy
In addition to a competitive salary plus an annual bonus scheme, we offer a range of perks and benefits, including development opportunities, health and wellbeing initiatives, additional leave benefits, a flexible workplace and insurance benefits.
You’ll be joining a workplace culture that our people are proud of, where we embrace inclusion and belonging and strive to deliver positive experiences for our people and clients.
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