Client Liaison Offer

4 weeks ago

Midrand, South Africa G4S Full time

Job Introduction
The Client Liaison Officer is responsible to provide superior customer service by attending to and solutioning client queries in a professional manner and within the agreed timelines.

Main Responsibilities
**Query Resolution**
- Attend to all client queries timeously, professionally and effectively within the agreed SLA (timelines)
- Provide solutions to clients when deviations from agreed processes are identified
- Communicate service failures and cash differences to clients
- Identify preventative repetitive service failures and communicate to clients as well as the National Customer Support Manager.

**Client Relationship Management**
- Build and maintain efficient client relationships by providing feedback timeously and in a professional manner
- Frequently engage with clients to maintain relationships
- Escalate root cause analyses to the National Customer Support Manager of all queries in order to improve on gray areas.

**Administration**
- Communicate status of all physical count queries daily to the National Customer Support Manager
- Log all physical count Incidents and adhere to SLA.
- Updating the physical count report timeously and finalized queries on the report
- Engage with the Recons department and provide regular feedback with regards to open / overdue incidents.
- Escalate all unresolved incidents to the Operational Cash Centre Managers on out of SLA processing.

**Reporting (“Above pertains to a Cash Center Branch”)**
- Extract cash processing reports and communicate to clients where applicable.
- Provide regular feedback to the CMC Management team with regards to unresolved queries

**Health and Safety**
- Participate in the design/ development/ review/ implementation and monitoring of the branch/region/national safety plans for each year
- Participate in safety forums created by company for example safety meetings and safety talks
- Report all safety incidents to the relevant people
- Discuss all safety incidents on all levels
- Follow-up on any activities assigned through safety meeting/committee/representative/management
- Attend safety education and refresher programmes
- Comply with safety policies and procedures at workplace
- Distribute safety information as and when require

**Competencies**:
**MINIMUM REQUIREMENTS: Knowledge, Skills, Attributes**
- Knowledge of Deposita standard operating procedures
- Communication (written and verbal)
- Sharing and cooperating
- Problem Solving
- Work under pressure
- Dealing with changing circumstances
- Attention to detail

**4. Internal training associated with competencies**:

- Intermediate technical knowledge of all Device Types

**5. Minimum qualification**:

- Grade 12 and/or Business Management Qualification NQF 6 OR 7
- 3-5 year’s relevant working experience in a cash environment, would be deemed appropriate for this level position
- Exposure/Experience dealing with banking systems would be beneficial.

Package Description
Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

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