Service Expert - Inbound

Findojobs South Africa; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading client engagement company in Gauteng is looking for a dedicated professional to ensure an exceptional client experience through effective communication and service resolution across multiple platforms. You will manage client interactions, educate them on product offerings, and resolve complex queries. Strong communication and collaboration skills are essential for this role, which aims to foster client engagement and satisfaction.

Qualifications

• Proven ability to engage clients effectively across multiple channels.
• Strong communication skills for resolving complex client issues.
• Ability to work collaboratively with internal teams.

Responsibilities

• Maximize client service performance by resolving service issues.
• Handle complex client queries and foster engagement.
• Educate clients on product offerings to enhance their experience.

Job description

Main purpose of the job

To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms, offering a great digital client experience.

Client Engagement

• Maximize client service operational performance through efficient first call resolution of service issues.
• Improve client service experience, foster engaged clients, and facilitate organic growth.
• Manage tasks via omni-channel platforms, directly dealing with clients as the first point of contact.
• Communicate with clients via telephone, mail, email, messaging apps, and social media.
• Handle complex and escalated client service issues.
• Use deep functional expertise to expand clients’ use of existing products and identify new product offerings.
• Establish rapid communication channels for service-related issues and events.
• Represent the “Voice of the Customer”.
• Promote a culture of Customer / Client Centricity.
• Ensure adherence to standard operating procedures in all engagements.
• Verify invoices are captured and attached for claims-related queries.
• Identify client needs and proactively find solutions for the best possible experience.
• Educate clients on product offerings and usage methods to resolve queries on the first call.
• Follow up and follow through on all client queries.
• Escalate queries as per SOPs and ensure timely resolution of escalated issues.
• Detect potential errors or obstacles impacting client experience and address or escalate them.
• Demonstrate Oneplan Values and Culture in all interactions.
• Leverage team success to enhance initiatives and client experiences.
• Show leadership by taking responsibility for daily tasks and ensuring turnaround times are met.
• Maintain proactive ownership of client interactions to ensure a world-class service experience.
• Support cross-functional efforts to resolve client-raised issues.
• Gather client feedback proactively to improve the client experience.
• Drive digital omni-channel strategy to enhance the client's digital experience.
• Escalate unresolved issues to internal teams appropriately.

Quality, Consistency and Compliance

• Deliver quality service by being efficient, quick, and friendly within SLA.
• Respond promptly to client issues, adhering to escalation protocols.
• Follow SOPs and demonstrate strong product knowledge.
• Comply with relevant legislation, regulations, and industry standards.

Work collaboratively

• Foster a culture of respect and understanding across the organization.
• Acknowledge successful collaboration outcomes.
• Promote cooperation and overcome barriers to sharing information and communication.
• Engage internal and external stakeholders to develop joint solutions.

Self-Management

• Maintain personal quality and productivity standards.
• Apply internal procedures consistently.
• Plan and prioritize effectively, managing competing demands.
• Anticipate and adapt to change.
• Balance personal objectives with organizational needs flexibly.