Client Experience Specialist

Boardroom Appointments; Johannesburg; On-site; ZAR 360,000 - 600,000; Full time

Job summary

Boardroom Appointments is seeking a Client Experience Specialist to develop and lead customer experience frameworks ensuring high-quality service to all customers and delivery of business targets.

The role involves leading CX operations, mentoring staff, and driving cross-functional collaboration to resolve issues and improve service quality. Strong background in customer service within financial services is preferred, with a Diploma and ideally a Degree.

Qualifications

• Relevant experience in client experience or CX roles.
• Strong ability to build relationships and manage expectations.
• Experience in financial services or similar industry is an advantage.

Responsibilities

• Identify, control and escalate issues as needed.
• Manage costs within approved budget to achieve cost efficiencies.
• Deliver against operational and cost targets.
• Lead daily client experience operations and mentor frontline staff.
• Lead CX meetings and strategy sessions with senior leaders.
• Track and report client experience metrics and insights.
• Ensure service knowledge is technically accurate and relevant.
• Resolve customer dissatisfaction and drive timely resolutions.

Skills

Customer experience

People management

Stakeholder management

Mentoring

Education

Diploma

Degree

Job description

About the job Client Experience Specialist

Key purpose:

Develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that
business targets are met.

Duties and responsibilities:

• Identify, control and escal
  
• Manage costs or expenses within approved budget toachieve cost efficiencies
  
• Deliver against operational and cost targets
  
• Prioritise resource allocation to minimise and reducewastage
• Build relationships that allow for the managing ofexpectations; the sharing of knowledge and diverseinsights; and the creation of buy-in
  
• Engage in cross-functional relationships to obtain andto provide work support
• Resolve customer dissatisfaction/complaints by takingownership of the problem
  
• Analyse customer feedback to help improve customerservice
  
• Ensure that delivery is accurate, timeous and of anacceptable standard
  
• Ensure that product or service knowledge and advice istechnically accurate
  
• Know and understand customer needs to deliver aquality service
  
• Propose ideas to improve customer service
• Work as both an individual contributor and manager ofpeople to drive forward client experience processes andinitiatives
  
• Take ownership of daily client experience operations:assigning tasks, monitoring support channels to ensureexemplary and timely response, and acting as mentorand escalation point for frontline
  
• Lead the process in working to address and resolveclient issues, either through direct personal action or bypromoting quick and results-driven collaboration withother relevant parties
  
• Lead CX meetings and strategy sessions, with inputfrom the COO and Head of Sales & Service Solutions.
• Track, analyze, and report key client experience metrics
  
• Assist with the creation, implementation, and training ofclient experience best practices
• Identify effective activities to address own developmentgaps
  
• Create own development plan and review plan withteam leader or manager
• Understand which competencies and skills are requiredto be mastered to ensure personal development andperformance
  
• Keep abreast of learning opportunities, changingproducts and trends

Qualifications and experience:

• Minimum Qualification -Relevant Diploma.
  
• Preferred Qualification - Relevant Degree.
  
• Experience Required 5 to 7 years' experience in a similar position and 5 years in financial services industry.