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Client Experience Specialist

3 months ago

Johannesburg, Gauteng, South Africa Servest Careers Full time

Job Context:


Servest (Pty) Ltd, a Leading Facilities Management Company has a challenging opportunity for Client Experience Specialist reporting to the National Strategic Key Accounts Manager to be based at their Waterfall Offices.

The position is for their Cleaning Division.

Minimum Requirements:

Matric
Qualification in one of the following areas marketing, sales, operations, business management or customer service.
Minimum 2-3 years relevant client/customer service experience
Proficiency in MS Office, as well as CX/CRM software.

Persuasion skills
Ability to use positive language.
Product knowledge
Time management skills

Duties & Responsibilities:

Tracking all points of client engagement, addressing client queries, and identifying ways to improve our client services.
Documenting and logging issues, as well as client compliments and complaints.
Follow up with clients on resolution/progress.
Working closely with the ops team to ensure the gap is bridged between the client and ops on complaints/issues.
Identifying client needs and taking proactive steps to maintain positive experiences.
Conduct telephonic Client Service surveys.
Weekly/Monthly Reporting on activities and progress on CRM system

Provide a positive client experience to retain and grow our clients.
Identifying gaps that needs to be bridged on improving the service we deliver to our clients.
Driving a customer-centric culture.