Client Service Consultant

Momentum; Gqeberha; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services firm is seeking a client service representative in Gqeberha to deliver exceptional service through various channels. Responsibilities include resolving client queries effectively, managing complaints, and updating client information promptly. The ideal candidate should have Matric, experience in a call centre, and proficiency in English along with another South African language. This role requires a strong focus on customer service and adherence to quality standards.

Qualifications

• Experience in a call centre or client service environment (2-3 years).
• Exposure to the insurance industry is preferred.
• Ability to engage professionally with clients and intermediaries.

Responsibilities

• Resolve client queries within the agreed service level agreement.
• Take ownership of complaints and ensure timely resolution.
• Capture and update client information accurately.

Skills

Proficient in English

Customer service principles

MS Office Suite

Business-related qualification

Ability to manage complaints

Education

Matric or equivalent

Business-related qualification

Job description

Role Purpose

Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements

• Matric or equivalent
• Business related qualification
• Product training
• Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)
• MS Office Suite (Word, Excel)
• Business Area-specific products and procedures (preferred)
• 2 - 3 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• Exposure to the insurance industry (preferred)

Duties and Responsibilities

INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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