Omnichannel Client Experience Specialist

PPS Recruitment; Johannesburg; On-site; ZAR 201,000 - 268,000; Full time

Job summary

PPS Recruitment seeks a Customer Service Consultant to be a primary contact for PPS members, delivering personalised, knowledgeable support across phone, email and WhatsApp in an omnichannel environment.

The role emphasizes building trust, resolving queries, and ensuring member satisfaction, with weekly rotating shifts from 7am to 7pm on weekdays and 8am to 1pm on Saturdays; a 3-year business-oriented degree is expected.

Qualifications

• 3-year tertiary qualification (Degree/Btech) with relevance business orientation.
• 2–3 years customer service experience in Call Centre / Customer Service within the Financial Services industry.
• Minimum 2 years working experience in an Omni Channel contact centre with experience in WhatApp/ Web chat servicing.

Responsibilities

• Deliver outstanding service across multiple channels, including phone, email, and WhatsApp.
• Take ownership of member queries from first contact through to resolution.
• Proactively engage with members to understand their needs and offer practical solutions.
• Consistently meet and exceed service expectations while adhering to SLAs.
• Follow up on outstanding queries and collaborate with internal stakeholders for timely resolutions.
• Build trust and confidence with members with empathy and professionalism.
• Handle high call volumes and email demands with accuracy and attention to detail.
• Develop and maintain knowledge of PPS products, services, and processes.
• Contribute to a culture of service excellence by sharing feedback and supporting improvements.
• Work with Life Operations and Digital Service teams to achieve goals.
• Adhere to governance, compliance, and operational standards; escalate risks as needed.
• Demonstrate accountability, resilience, and teamwork.

Skills

Relationship management

Communication skills

Customer-centric

Multichannel support

Empathy

Adaptability

Innovation

Shift work

Education

3-year business-oriented degree/BTech

Job description

PPS Recruitment seeks a Customer Service Consultant to be a primary contact for PPS members, delivering personalised, knowledgeable support across phone, email and WhatsApp in an omnichannel environment.

The role emphasizes building trust, resolving queries, and ensuring member satisfaction, with weekly rotating shifts from 7am to 7pm on weekdays and 8am to 1pm on Saturdays; a 3-year business-oriented degree is expected.