Main purpose of the job
To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.
Client Engagement
Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
Improve client service experience, create engaged clients, and facilitate organic growth
Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
Handle complex and escalated client service issues
Leverage deep functional expertise in order to expand the client's use of existing products and to identify new products offerings
Build/maintain rapid channel of communication to client in case of service-related issues and events
Represent the "Voice of the Customer"
Create a culture of Customer/Client Centricity
Ensure adherence to standard operating procedures in all engagements.
Ensure invoices have been captured and attached for any claims-related queries.
Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
Ensure follow up and follow through on all client queries
Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
Leverage team success to drive all initiatives and experiences with clients.
Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
Support cross functional work areas targeted to resolve issues raised by clients.
Proactively gather client feedback to optimise client experience
Drive digital omni-channel strategy, through improving the client's digital experience.
Escalate unresolved issues to the appropriate internal teams
Quality, Consistency and Compliance
Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.
Work collaboratively
Build a culture of respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
Self-Management
Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Minimum Academic, Professional Qualifications & Experience required for this position
Grade 12 with English and a second language
Undergraduate/Postgraduate qualification in related field advantageous
Minimum of 3 – 5 years customer service and industry specific experience
Functional Competencies
Literacy – Have excellent reading, writing and interpersonal skills
Pc Literacy – In-depth knowledge of Word, excel, email and Internet
Ability to respond according to TAT
Client Relationship Management
Maximise Service Performance
Query Resolution
Build & Develop Client Centric Capabilities
Deliver on Client Expectations
Knowledge Sharing
Driving Excellence through Client Experience
Essential
Evaluating Problems
Investigate Issues
Problem Solving
Building Relationships
Communicating Information
Showing Resilience
Adjusting to Change
Giving Support
Processing Details
Structuring Tasks
Driving Success
Prioritise Client Experience
Behaviors
Energy
Passion
Respect for others
Honest and Fair
Positive Attitude
Client Focus
Tenacity
Achieves Results
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