Handles complaints (including sensitive ones) and manages the General Data Protection Regulation (GDPR) rights (access, deletion, opposition, etc.).
Contributes to monitoring and updating internal procedures for handling complaints.
Creates standard response templates for the various complaint types and have them validated by the mediation department in France.
Performs all tasks delegated by the mediation department in France and be the point of contact for this department.
Trains someone as a backup to monitor complaint handling activities.
Tracks and updates reportings.
Tracks complaint processing times, ensures that processing is done in a timely manner and ensures that all complaints are addressed.
Keeps up to date on the processing procedures of each client, by providing updated and adapted replies to the requests received.
Notifies Internal Control department of identified risks.
Raises awareness of new processing guidelines
Performs other cognate duties as and when required.

HSC
Excellent written/oral communication skills in French
Ability to deal with problematic clients and respectful of customer discourse quality charters
A good expertise in the credit control field or negotiation
Capacity of writing e-mails or letters in a professional manner
Fluent in computer science and Office

This position is available for the Tribe of Port-Louis only.

Référent Réclamation H/F

Description du poste