Alexander Forbes \u2013 Durban, KwaZulu-Natal
Closing date 26 July 2024<\/p>\n\n\n\n
Purpose
Interact with clients face to face, via email and\/or telephonically to provide and process information in response to queries and requests.
Provide the highest level of customer service to all clients taking full responsibility and accountability for the timely resolution of queries and requests.
Requirements
Matric\/ Grade 12 \u2013 Essential
2 years of solid experience in a client servicing environment dealing with clients face to face<\/p>\n\n\n\n
Finance or investment industry experience will be an added advantage
Skills & Competencies
Ability to communicate effectively with clients and employees
Skill in handling complaints
Ability to communicate fluently (verbal and written) in both English, Afrikaans and two African language
The consultant should be an effective communicator and troubleshooter, enthusiastic, self-motivated, adaptable, able to complete assigned tasks, and must possess a strong sense of responsibility.<\/p>\n\n\n\n
The ability to be diplomatic is essential because this is a customer service position.
Responsibilities
Ensure client satisfaction 100% of the time:<\/p>\n\n\n\n
First impressions matter and it is your job as a walk-in center consultant to be courteous to clients and create a good first impression.
Ensuring all services meet the customer\u2019s needs<\/p>\n\n\n\n
Liaise with administrators should you need to resolve the query on FCR
Ensure internal telephone calls are answered in an efficient manner, ensuring a professional approach at all times
Productivity:<\/p>\n\n\n\n
Accurate capturing of walk-in center member records as per call center capturing standards
Ensure all documentation scanned and captured onto CRM
Ensure all documentation sent via email to the administrator using the fund distribution list (soft copy)
Ensure all documentation handed to back office within 8hrs (hard copies) via internal mail<\/p>\n\n\n\n
Ensure 100% logging onto CRM
Ensure greeting and closure of contact are used according to the protocol document
Ensure not on Non ACD status
Ensure available on CIC for 7hrs
Quality of service delivery and communication provided to internal and external clients
Escalations to team leader\/ manager to be Validated
Ensures all unnecessary paper work is filed away
Ensure average handling time should not exceed 15 minutes
Build and establish relationships at all levels with internal
departments, so as to ensure that timeous resolutions are
found to any problems that might arise
Database updates and information maintenance
Additional Information
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Best of luck with your job application!
Ref No
PC3186<\/p>\n\n\n\n