Client Service Officer

2 months ago


Midrand, South Africa SACAA Full time

**OVERALL PURPOSE OF THE JOB**
- To assist in the establishment and implementation of the client/customer service system, and implementation of the SACAA Customer process map

**Front Line**
- Provide customer services as per the policies and procedures of the Client Relationship Management section.
- Track all customer queries in the approved CRM system until queries are closed.
- Professionally respond to requests from both external and internal customers.
- Evaluate customer satisfaction through approved tools and systems.

**Quality Control**
- Record all queries and follow (comply with) all procedures which relate to client service, as per the ISO and other company and legal requirements.
- Take corrective action to rectify deficiencies within Client Services

**Customer Satisfaction**
- Provide client services in a manner that enhances organisational image.
- Ensure that all customer queries are addressed as per agreed SLA’s and are logged on the approved CRM system.
- Identify areas for improvement to improve customer satisfaction (and perception).
- Implement the end-to-end customer process map.

**Supervision and Training of Entry level Client Services Officers**
- Supervise and train entry level client services officers to enable them to perform all aspects required in terms of their key performance areas.

**Liaison and Coordination**
- Liaison and networking with clients to identify any information and service requirements.

**Minimum Qualification**:

- National Diploma in Customer Relationship Management / Marketing / Public Relations / Business Studies or related NQF Level 6 qualification

**Ideal Qualification**:

- Degree in Customer Relationship Management / Marketing / Public Relations / Business Studies or related NQF Level 7 qualification.

**Experience**:

- 2-3 years Client Services experience

**Closing Date: 17 October 2024


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