Assistant Level 1 - Customer Experience

As an Assistant Level 1 – Customer Experience is responsible in supporting the effective handling of customer complaints and feedback. You will also help us understand what our customers are telling us. By reviewing feedback, surveys, complaint trends and customer journeys, you will identify opportunities to improve our products, services and processes.

Key Responsibilities:

• Respond to customer queries and complaints professionally, clearly and fairly, aiming to resolve matters at the first point of contact where possible.
• Investigate customer complaints thoroughly and impartially, following established policies and procedures to deliver fair and timely outcomes.
• Provide customers with clear and accurate information about Cim Finance products and services.
• Keep customers informed throughout the resolution process and ensure requests and follow-ups are completed within agreed service timelines.
• Maintain accurate, complete and confidential records of customer complaints and interactions.
• Analyse customer feedback, surveys and complaint data to identify trends.
• Help improve the customer experience across social media, surveys and other channels, ensuring services are accessible and inclusive.

Profile:

• Higher School Certificate

•  1–2 years of experience in a similar role  

• Effective written and verbal communication skills in English and French
• Good at multitasking, prioritizing, and managing time
• Confident using Microsoft Office tools (Excel, Word, PowerPoint)