Digital Engagement Specialist MMH250331-6
Momentum
Date: 9 hours ago
City: Centurion, Gauteng
Contract type: Full time
Role Purpose
The purpose of the Digital Engagement Specialist role is to enable clients and intermediaries to resolve product-related queries by engaging and enabling them via the digital platform (VIA, self-service etc) to execute the task or query. The Digital Engagement Specialist will provide experiential service that is focused on enabling digital execution and empowering clients and intermediaries.
Requirements
Qualifications
Grade 12 (Matric) (essential)
Completed or studying towards a degree or diploma relative to the financial services industry (preferred).
Experience
2 - 3 Years Call Centre experience (essential)
Experience In a Digital Call Centre (preferred
Duties and Responsibilities
Engage with the client, by actively listening to their needs and confirming or clarifying information to enable and empower them to execute on their needs on the digital platform.
Promote digital solution options to the clients, via self-service by enabling and empowering them to utilize digital solutions to resolve their queries more effectively.
Inform the client or intermediary on the digital process steps, solution plan and timeframe for resolution to effectively manage expectations. Notify them of online notification to reduce follow-ups.
Investigate the clients needs and provide timely and accurate solutions to their needs within the agreed timeframe.
Establish trust with clients by maintaining empathetic composure and commitment in enabling them to resolve their query or request.
Deliver courteous, first-time digital enablement of queries by adhering to policy guidelines and Engagement Delivery Agreements.
Establish confidence and dependability with clients by handling clients complaints effectively and professionally, with quality standards in place).
Pro-actively resolving and directingescalated queries involving disgruntled clients by providing empathic support and assistance.
Fulfill performance metrics and work to meet or exceed them by delivering superior, dependable engagement solutions.
Build client confidence and ensure clients feel supported and valued by providing prompt, consistent and accurate responses.
Actively seek to enhance skills required to perform more effectively (process optimization and digital transformation).
Proactively collaborate with internal teams to ensure smooth communication and efficient service delivery.
Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our values.
Help us improve our digital transformation journey (connect to the strategy and make suggestions). Identify and report process and system failures, suggest enhancements to improve client experience.
Upholding ethics, policies and procedures, and confidentiality of the clients.
As an applicant, please verify the legitimacy of this job advert on our company career page.-227383768
The purpose of the Digital Engagement Specialist role is to enable clients and intermediaries to resolve product-related queries by engaging and enabling them via the digital platform (VIA, self-service etc) to execute the task or query. The Digital Engagement Specialist will provide experiential service that is focused on enabling digital execution and empowering clients and intermediaries.
Requirements
Qualifications
Grade 12 (Matric) (essential)
Completed or studying towards a degree or diploma relative to the financial services industry (preferred).
Experience
2 - 3 Years Call Centre experience (essential)
Experience In a Digital Call Centre (preferred
Duties and Responsibilities
Engage with the client, by actively listening to their needs and confirming or clarifying information to enable and empower them to execute on their needs on the digital platform.
Promote digital solution options to the clients, via self-service by enabling and empowering them to utilize digital solutions to resolve their queries more effectively.
Inform the client or intermediary on the digital process steps, solution plan and timeframe for resolution to effectively manage expectations. Notify them of online notification to reduce follow-ups.
Investigate the clients needs and provide timely and accurate solutions to their needs within the agreed timeframe.
Establish trust with clients by maintaining empathetic composure and commitment in enabling them to resolve their query or request.
Deliver courteous, first-time digital enablement of queries by adhering to policy guidelines and Engagement Delivery Agreements.
Establish confidence and dependability with clients by handling clients complaints effectively and professionally, with quality standards in place).
Pro-actively resolving and directingescalated queries involving disgruntled clients by providing empathic support and assistance.
Fulfill performance metrics and work to meet or exceed them by delivering superior, dependable engagement solutions.
Build client confidence and ensure clients feel supported and valued by providing prompt, consistent and accurate responses.
Actively seek to enhance skills required to perform more effectively (process optimization and digital transformation).
Proactively collaborate with internal teams to ensure smooth communication and efficient service delivery.
Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our values.
Help us improve our digital transformation journey (connect to the strategy and make suggestions). Identify and report process and system failures, suggest enhancements to improve client experience.
Upholding ethics, policies and procedures, and confidentiality of the clients.
As an applicant, please verify the legitimacy of this job advert on our company career page.-227383768
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