Client Liaison Officer

1 month ago


Johannesburg, South Africa Fidelity Services Group Full time

**DEPARTMENT**: MONITORING CENTRE

**POSITION**: CLIENT LIAISON OFFICER

**INCUMBENT**:
**REPORTS TO**:
**LEAD, MONITORING CENTRE

**SUBORDINATES**:
MONITORING CENTRE ASSOCIATES

**INTERNAL CLIENTS**:

- Management
- Operations functions
- Residential Business
- Commercial Business

**EXTERNAL CLIENTS**:

- Clients

**QUALIFICATION & EXPERIENCE**:

- Matric
- PSIRA Registered
- Monitoring Centre experience

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Computer Literate (MS Office, intermediate Excel, PowerPoint)
- Listener experience essential
- Good communication in English
- Self-Motivated
- High level of integrity
- Strong organizational and planning skills

**COMPETENCIES**

**(TECHNICAL & BEHAVIOURAL)**
- Action oriented
- Customer focus
- Quality orientation and work standards
- Stress tolerance
- Tenacity

**MAIN PURPOSE OF JOB**:
**The overall purpose of a client liaison officer is to ensure that a high-quality liaison is established with both internal and external clients in terms of queries encountered.

**KEY PERFORMANCE**

**AREAS**

**DUTIES**

**PERFORMANCE STANDARDS**

1. **CLIENT LIAISON**
- Telephonic assistance with any problems or complains and give detailed feedback
- Ensure complaints are handled professionally and timeously

3. **ADMINISTRATION**
- Composing and compiling reports (daily/weekly/monthly)
- Updating of client information i.e. Holiday instructions/ address and other changes
- Ensure reports are accurate and on time
- Ensure records are accurate and up to date

4. **GENERAL**
- Assisting the Monitoring Centre Managers and Area Managers with:

- Handling of classified information
- Dealing with complex and extreme complaints
- Compiling and printing of documentation
- Clients profiles and process reports
- To have knowledge about all facets pertaining to the company
- Tracking summary report
- Voice recording report
- Ensure complaints are handled professionally
- Ensure documents are compiled accurately
- Ensure profile reports are accurate
- Ensure reports are done
- To provide visibility into user actions and system performance
- To provide unequivocal proof of what was or was not promised on a call

5. **ADHOC**
- Assisting with other ad-hoc tasks, analysis and projects as and when required
- Manage time efficiently
- Ensure that all ad hoc duties are completed within the specified time period


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