Client Engagement Consultant

PPS; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A leading company in financial services is seeking a dedicated individual for their primary contact team. This position focuses on providing exceptional customer service and managing requests effectively in an Omni-channel contact centre model. Ideal candidates will possess strong relationship management skills, a customer-first attitude, and a background in sales, contributing to a seamless experience for PPS members.

Qualifications

• 1-3 years experience in Customer Service.
• 1-2 years in call centre and back-office preferred.
• Knowledge of FAIS and FICA is advantageous.

Responsibilities

• Engage and respond to customer contacts professionally.
• Own customer requests from receipt to resolution.
• Proactively identify and escalate issues.

Skills

Relationship management

Communication

Self-motivation

Customer experience techniques

Sales background

Education

Matric

3-year tertiary qualification (Degree/Btech)

Job description

Job Description

A member of the primary contact team reporting to the Manager Member Services. This role will be responsible for providing professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless, and personal. It must feel bespoke to the client, providing the full-suite service and experience, in line with the dynamic hosting principles.

Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.

Requirements

Education

• Matric
• A 3-year tertiary qualification (Degree/Btech) with relevant business orientation

Experience

• 1-3 years Customer Service experience
• 1-2 years working experience in call centre AND back-office/administration processing (advantageous)

Knowledge And Skills

• Self-motivated with strong relationship managing and communication skills
• Relationship management skills
• Good business acumen
• Can-do attitude while challenging convention
• Knowledge of customer experience techniques
• Knowledge of Financial institutions (advantageous)
• FAIS and FICA knowledge (advantageous)
• Sales background
• Basic risk and legal knowledge (risk mitigation and control)

Competencies

• Ability to thrive under pressure
• Accuracy and attention to detail
• Organisational and prioritisation skills
• Team player
• Risk conscious
• Integrity and customer fairness principles
• Communication skills
• Proactive thinking
• Emotional intelligence and empathy
• Sense of urgency
• Client centricity
• Results and sales driven
• Curiosity and work ethic
• Self-awareness

Responsibilities

Key Responsibilities

• Engage and respond professionally to customer contacts across channels
• Own customer requests from receipt to resolution
• Proactively anticipate customer needs
• Identify and escalate issues
• Provide product and service information
• Source information from various systems (Pro-Fit, IAA, etc.)
• Research information and handle claims and underwriting queries
• Resolve customer complaints and log in line with procedures
• Route calls appropriately and handle escalations
• Document call information and recognize trends
• Follow up on customer calls and complete logs and reports

Support and Management

• Coordinate with team members to meet operational targets
• Enforce training and development programs, mentor juniors
• Implement policies and build stakeholder relationships

Customer Trends and Product Expertise

• Use software to document interactions and identify trends
• Recommend process improvements
• Escalate system issues
• Master product features and benefits

Sales and Cross-solutioning

• Identify cross-selling opportunities across channels
• Pitch PPS product offerings effectively