An Afrikaans and English speaking individual with Debt Counselling experience to deliver a comprehensive service to enquiring clients, ensuring their needs and queries are satisfied and that the organization responds appropriately to client concerns.KEY PERFORMANCE AREASCustomer ServiceEstablish and maintain an effective system of recording client complaints, systems to address those complaints and checking systems to ensure prompt action and acceptable outcomes.Manage incoming calls and correspondence, ensuring they are referred to appropriately skilled team membersEngage in the resolution of long-standing of complex queries to ensure satisfactory outcomesDevelop organizational appropriate responses for team members to use in addressing client concerns: telephonic, email, correspondence and face to face engagementsMonitor organizational and industry developments to ensure adequate responses to queries are built in to internal proceduresEstablish means (analysis of statistics) to measure client satisfaction and report on performance against them.Motivate organizational remedial action to minimize future client dissatisfaction.Use feedback on client experience to explore improved service and new product offeringsEnsure all transactions with clients are processed in a professional manner that enhances the reputation of the businessSeek ways to improve resolution of concerns and speed up response timesQuality AssuranceEstablish operational standards to ensure compliance with legal requirements and attainment of highest level of integrity in dealings with clientsReview cases with team to provide learning points, systems evaluation and amended responses to enhance client serviceMonitor trends in client complaints and alert senior management of potential risks arising from organization's practices and policiesDevelop a culture of continuous improvement: monitoring bottlenecks and seeking solutionsAlways ensure compliance with NCR.Ensure any sales staff are registered DC's.Ensure successful audit by NCR when audited.Ensure all registered DC returns for your department are done timeously.AdministrationEstablish and maintain an effective system for managing client queries and responses.Establish and maintain effective systems for provision of statistics, trends and reporting, including resolution time framesPrepare regular reports on customer service activities, performance, costs, trends and developments and make presentations to the Executive effectivelyTrack resolution processes to ensure adequate responses are made at each stage of the processMaintain flow of information between customer service department and other departments to enhance organizational effectivenessManage own department budget effectively and report timeously on resultsPeople ManagementBuild effective and motivated teams: hire, coach, and train staff to maintain high client service standardsEstablish and maintain operational standards training to enhance service and extract development potential from team membersSet and manage performance achievements for self, staff and team membersEvaluate performance of team members with key metrics, provide feedback and set development and performance goals with team membersManaging staff: attendance, leave, incentives, training and development, performance management, etc.Assist with the development of training material to make sure all team members (and others) are kept abreast of internal practices and industry developmentsDevelop people plans to ensure promotion of equity goals, maintenance of skills pool, succession planning and cross-skilling within the departmentIdentify skills sets required in team members to achieve business goalsCompetency (Skills and Knowledge)Ethical Behaviour, Builds team relationships, Effective communicator, Empathy for staff and client needs, Effective teamwork, Decisive, Compliant to quality standards and legal requirements, Tactful, Problem-solving skills. Effective listening skills, Computer literate - presentations, text and spreadsheet; Internal actualization, Corporate awareness, Proficient in English & Afrikaans, Time management skillsEducation & TrainingAfrikaans and English SpeakingDebt Counselling experienceDiploma in Psychology/customer service; Registered Debt CounsellorExperienceSuccessful track record in customer service and management position.
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