| Description | o Investigate and record complaints received from customers: liaise with customers and other InfoFort departments to research complaint details to fully understand the nature and reason for the complaint. Keep customer regularly informed on the progress of the investigation to manage customer expectations. o Correspond with customers as well as appropriate InfoFort’s staff in the form of both written and verbal communications, to advise of status of each claim, notify the outcome of each claim in a timely and professional manner. Handle customer objections in a professional manner to reinstall the customers faith in InfoFort and avoid escalation to claims. o Respond to all complaints received by the team in accordance with set procedures, ensuring all complaints reach a satisfactory conclusion. o Ensure that all complaints and claims details are input into the relevant systems to allow reporting to be completed. o Improve sales effectiveness and efficiency through assigned Telesales standards for: number of calls per active selling days, number of prospects transferred to sales team per selling day o Cross and Up-sell companys services to existing and new clients o To assist in developing marketing materials and campaigns |
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