Profession consumer rights advisor

Consumer rights advisors aid consumers with complaints and provide advice and information on rights as a consumer after purchase of products or services. They monitor organisations to ensure compliance to consumer rights standards, and aid consumers in handling disputes.

Personality Type

• Realistic / Conventional

Knowledge

• Consumer protection

  The current legislation applicable in relation to the rights of consumers in the marketplace.

• Customer service

  Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

• Consumer law

  The area of law that regulates the relationship between consumer and businesses providing goods or services, including consumer protection and regulations on irregular business practices.

Skills

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

• Investigate complaints related to consumer protection

  Investigate accidents, incidents and complaints; determine if health, safety and consumer protection procedures have been followed.

• Inspect government policy compliance

  Inspect public and private organisations to ensure proper implementation and compliance with government policies which apply to the organisation.

• Respond to enquiries

  Respond to enquiries and requests for information from other organisations and members of the public.

• Advise on consumer rights

  Advise consumers as well as retailers and service providers on the legislation concerning consumer rights, what actions consumers may undertake in order to ensure their rights are adhered to, how businesses may improve compliance to consumer rights legislation, and the correct manner to handle disputes.

• Apply conflict management

  Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy.

• Handle conflicts

  Mediate in conflicts and tense situations by acting between parties, such as service users, important others like families, and institutions, striving to effect an agreement, reconciliate, and resolve problems.

• Protect client interests

  Protect the interests and needs of a client by taking necessary actions, and researching all possibilities, to ensure that the client obtains their favoured outcome.

• Keep records of customer interaction

  Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.

• Apply technical communication skills

  Explain technical details to non-technical customers, stakeholders, or any other interested parties in a clear and concise manner.

Optional knowledge and skills

Source: Sisyphus ODB