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