Client Care Consultant (Pretoria) MMH250422-3

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

Experience and Qualifications

• Matric or equivalent.
• 1 to 2 years’ experience in the retirement industry
• Valid driver’s license.
• Verbal and written communication.
• Proficient in English and another official South African language (Sepedi, Tsonga, and Tshivhenda are preferred).
• MS Office Suite (Word, Excel).
  
  

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 timely and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information onrelevant 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 the 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 the 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 improveclient service and fair treatment of clients within the area of responsibility.
• Participate and contribute to a culture that 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 of driving career development.
  
  

FINANCE

• Contribute to the financial planning process within the 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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