Customer Experience

Indsafri; South Africa; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading financial services firm in South Africa is seeking a Customer Experience professional to serve as the primary interface between the organization and clients. This role requires strong analytical skills and the ability to resolve client queries across various services including Payments and Investor Services. The ideal candidate should have experience ranging from 4 to over 7 years, depending on the level, with proven problem-solving and leadership skills, ensuring positive client interactions and driving continuous service improvements.

Qualifications

• 4–7 years of experience in Payments, Investor Services, Trade, Pricing & Billing, or Liquidity Management.
• Strong problem-solving skills and ability to handle queries independently.
• Broad expertise across multiple areas for senior roles.

Responsibilities

• Serve as a point of contact for client inquiries.
• Investigate and resolve client issues efficiently.
• Collaborate with internal teams to address process gaps.
• Support client onboarding and transaction processing.
• Monitor client interactions and ensure service level adherence.
• Identify recurring issues and recommend enhancements.
• Mentor junior staff and support training initiatives.

Skills

Analytical skills

Problem-solving skills

CRM systems familiarity

Leadership capabilities

Job description

The Customer Experience professional will be the primary interface between the organization and its clients, ensuring seamless, efficient, and positive experiences across Payments, Investor Services, Trade, Pricing & Billing, and Liquidity Management. The role requires strong analytical skills, domain knowledge, and the ability to resolve client queries while driving improvements in service delivery.

Key Responsibilities

• Serve as a point of contact for client inquiries across Payments, Investor Services, Trade, Pricing & Billing, and Liquidity Management.
• Investigate and resolve client issues efficiently and professionally.
• Collaborate with internal teams to identify and address process gaps.
• Support client onboarding, transaction processing, and reporting activities.
• Track and monitor client interactions, ensuring adherence to service level agreements.
• Identify recurring issues and recommend process or system enhancements.
• Mentor junior staff and support training initiatives (senior roles).
• Generate insights from client feedback and service performance data.

Experience & Qualifications

Mid-Level (4–7 years of relevant experience):

• Solid experience in at least one of the key areas: Payments, Investor Services, Trade, Pricing & Billing, or Liquidity Management.
• Strong problem-solving skills and ability to handle client queries independently.
• Familiarity with CRM systems and operational tools.
• Contributes to process improvements and documents workflows and client interactions.

Senior-Level (7+ years of relevant experience):

• Broad expertise across multiple areas of customer experience.
• Proven leadership and mentoring capabilities.
• Strategic understanding of client experience and its impact on business.
• Advanced analytical skills, reporting, and ability to influence process/policy improvements.
• Acts as escalation point for complex client issues and leads initiatives to enhance satisfaction.