DEPARTMENT: MONITORING CENTRE
POSITION: CLIENT LIAISON OFFICER
REPORTS TO: LEAD, MONITORING CENTRE
SUBORDINATES: MONITORING CENTRE ASSOCIATES
INTERNAL CLIENTS: Management Operations functions Residential Business Commercial Business EXTERNAL CLIENTS: Clients QUALIFICATION & EXPERIENCE: Matric PSIRA Registered Monitoring Centre experience JOB REQUIREMENTS & OTHER ATTRIBUTES: Computer Literate (MS Office, intermediate Excel, PowerPoint) Listener experience essential Good communication in English Self-Motivated High level of integrity Strong organizational and planning skills COMPETENCIES (TECHNICAL & BEHAVIOURAL): Action oriented Customer focus Quality orientation and work standards Stress tolerance Tenacity MAIN PURPOSE OF JOB: The overall purpose of a client liaison officer is to ensure that a high-quality liaison is established with both internal and external clients in terms of queries encountered.
KEY PERFORMANCE AREAS: DUTIES: CLIENT LIAISON: Telephonic assistance with any problems or complaints and give detailed feedback ADMINISTRATION: Composing and compiling reports (daily/weekly/monthly) Updating of client information i.e. Holiday instructions/ address and other changes GENERAL: Assisting the Monitoring Centre Managers and Area Managers with: Handling of classified information Dealing with complex and extreme complaints Compiling and printing of documentation Clients profiles and process reports To have knowledge about all facets pertaining to the company Tracking summary report Voice recording report ADHOC: Assisting with other ad-hoc tasks, analysis and projects as and when required Manage time efficiently PERFORMANCE STANDARDS: Ensure complaints are handled professionally and timeously Ensure reports are accurate and on time Ensure records are accurate and up to date Ensure complaints are handled professionally Ensure documents are compiled accurately Ensure profile reports are accurate To provide visibility into user actions and system performance To provide unequivocal proof of what was or was not promised on a call
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