Client Engagement Consultant

Job Description,

A member of the primary contact team reporting to the Manger Member Services. This role will be responsible for providing a professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless, and personal. It must feel bespoke to the client, , giving the full-suite service and experience, in line with the dynamic hosting principles

Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.

, Requirements,

Education

• Matric
• A 3 year tertiary qualification (Degree/Btech) with relevant business orientation
  
  

Experience

• 1-3 years Customer Service experience
• 1-2 working experience in call centre AND back-office/administration processing is a clear advantage
  
  

Knowledge And Skills

• The consultant is to be a highly self-motivated individual with strong relationship managing and communication skills.
• Relationship management skills
• A good business acumen
• Can-do attitude while challenging convention.
• Knowledge of customer experience techniques
• Knowledge of Financial institutions (advantageous)
• FAIS and FICA knowledge (advantageous)
• Sales background
• Basic risk and legal knowledge (Risk mitigation and control)
  
  

Competencies

• Able to thrive under constant pressure
• Accuracy and attention to detail for all relevant work types
• Ability to organise and prioritise
• Team player
• Risk conscious
• To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles.
• Competent writing and communication skills
• Proactive thinking
• Emotional intelligence
• Empathy
• Sense of urgency
• Client Centricity
• Results Driven
• Sales driven
• Intellectually Curious
• Optimistic Kindness
• Work Ethic
• Self-Awareness
  
  

, Duties and Responsibilities,

Key Responsibilities

• Engage and respond to customer’s contacts professionally regardless of channel
• Take ownership of customer requests from receipt to conclusion
• Be able to proactively anticipate customer’s needs holistically.
• Identify and escalate issues to supervisors
• Provide product and service information to all customers
• Be able to source information from various software systems (Pro-Fit, IAA, Service Manager, Single Sign On, and MIP)
• Research required information using available resources
• Be equipped to sufficiently handle claims and underwriting related queries with training and the resources available
• Research, identify, and resolve customer complaints using applicable software
• Route calls to appropriate people where required
• Be able to handle escalations and irate customers in an efficient manner and log complaints in line with the PPS complaints handling process
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
  
  

Assist Management and Support Team

• Agree duties with team members in order to achieve operational targets including prioritization and work schedules
• Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
• To execute policies and procedures related to service delivery in Operations and between other areas
• Build and maintain relationships with relevant stakeholders
  
  

Keep Track of Customer Trends

• A Client Engagement Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes
• Escalate systems failures to the appropriate support team in order for the team to stay productive
• Recognize, document, and alert the management team of trends in customer calls
  
  

Maintain Product Expertise

• In order to answer customer complaints and questions, a Client Engagement Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.
  
  

Cross-solutioning: Sales

• Identify lucrative opportunities across the various channels (calls, emails and webchat) to cross-sell PPS Short-term insurance to existing members to increase revenue and Profit-Share.
• Be able to pitch our various product offerings (Investments, Professional Health indemnity, Fiduciary, Healthcare etc.), using the widget too