Job description (Details of the position i.e. duties): Client Engagement: ? Act as the primary point of contact for escalated clients, maintaining open and effective communication. ? Understand client concerns and address them promptly, ensuring clients feel heard and valued. Project Management: ? Oversee the resolution of escalated issues from initiation to completion. ? Coordinate with various departments to ensure all necessary resources are allocated for resolving the client's issues. ? Delegate tasks to team members and ensure clear instructions and deadlines. Process Development: ? Develop and implement standard operating procedures (SOPs) for managing client escalations. ? Set up norms and best practices to streamline the escalation process and improve response times. ? Continuously review and refine processes to enhance efficiency and effectiveness. Collaboration: ? Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures. ? Collaborate with internal stakeholders to ensure a holistic approach to problem-solving. Customer Satisfaction: ? Monitor client satisfaction levels and work proactively to improve them. ? Gather feedback from clients to identify areas for improvement and ensure their concerns are addressed. ? Follow up with clients post-resolution to ensure they are satisfied with the outcome. Client Onboarding: ? Checks in on the onboarding process for new clients to ensure a smooth transition and setup. Customer Feedback Analysis: ? Collect and analyse feedback from clients to identify common issues and areas for improvement. ? Develop action plans based on feedback to enhance product features and service quality. Retention Strategies: ? Develop and implement strategies to improve client retention and reduce churn. ? Identify at-risk clients and proactively engage with them to address their concerns. Account Management: ? Maintain regular communication with key accounts to understand their evolving needs. ? Offer tailored solutions and upsell opportunities that align with client goals. Service Improvement: ? Collaborate with the product and development teams to address recurring issues and improve service delivery. ? Participate in product development discussions to ensure client needs are considered. Reporting and Documentation: ? Create detailed reports on escalation cases, resolution timelines, and outcomes. ? Document best practices and create knowledge base articles to support the broader team. Training and Development: ? Provide ongoing training and development for the Customer Services team on handling escalations and client interactions. ? Stay updated with industry trends and best practices to continuously improve client service processes. Client Advocacy: ? Act as an advocate for clients within the company, ensuring their needs and concerns are heard and addressed. ? Represent the client perspective in internal meetings and strategic planning sessions. Experience, Qualifications and skills: ? Excellent verbal and written communication skills. ? Strong analytical and problem-solving abilities. ? Project management experience with the ability to manage multiple tasks simultaneously. ? Strong organisational skills and attention to detail. ? Proven experience in a customer-facing role. ? Ability to remain calm and professional under pressure. ? Strong interpersonal skills and the ability to work well with cross-functional teams. ? Ability to influence and motivate others. ? Familiarity with the company's products and services. ? Ability to quickly learn and understand new systems and technologies. Experience: ? Previous experience in customer service, account management, or a related field. ? Experience in handling escalated customer issues and managing client relationships. ? Experience in developing and implementing processes and SOPs. Education: ? A bachelor's degree in Business Administration, Management, or a related field - advantageous
