Client Liaison- Nightshift

6 days ago

Midrand, South Africa G4S Full time

Job Introduction

G4S Cash Deposita has a vacancy for a Client Liaison
- Nightshift based at our operations in Midrand.
Reporting to the National Customer Support Manager, the Client Liaison
- Nightshift will be responsible to provide superior customer service by attending to and solutioning client queries in a professional manner and within the agreed timelines.

The successful incumbent is a self-starter with a proven track record in maintaining company policy, adopting best practices, and is able to exercise sound judgement in the pursuit of the achievement of the goals of the organisation, and understanding the role which Security plays within a successful business unit. The incumbent will be expected to be results driven and to live the values of the organisation.

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 / contracts 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
- Compile a Database of all clients
- Escalate root cause analyses to of all queries in order to improve on gray areas.

**Administration**
- Communicate status of all client queries daily to National Customer Support Manager
- Conduct daily meetings with Management to determine service failures and provide feedback on specific instances of poor client service
- Log all queries on the Incident report, update the report timeously and close all finalized queries on the report
- Engage with Management and provide regular feedback with regards to open / overdue queries
- Update Database of all customers/clients with contact details

**Reporting**
- Extract reports and communicate to clients where applicable.
- Provide regular feedback to the Management team with regards to unresolved queries

**Health and Safety**
- Participate in the design/ development/ review/ implementation and monitoring of the Call Center.
- 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 required

Knowledge

**Skills**:
Attributes
- Knowledge of G4S Deposita standard operating procedures
- Computer literate - ability to work on Excel, MS Outlook, Word
- Communication (written and verbal)
- Sharing and cooperating
- Problem Solving
- Work under pressure
- Dealing with changing circumstances
- Attention to detail

**Minimum qualification**:

- Grade 12 and/or NQ4
- 3-5 year’s relevant working experience in client service, would be deemed appropriate for this level position
- Exposure/Experience dealing with banking systems would be beneficial

About The Company

G4S is the world’s leading international security solutions group, which specialises in outsourced business processes in sectors where security and safety risks are considered a strategic threat. G4S is the largest employer quoted on the London Stock Exchange and has a secondary stock exchange listing in Copenhagen. G4S has operations in more than 90 countries and employ more than 540,000 employees, making us one of the world’s largest private employers.

At G4S South Africa, our vision is to be recognised as the leader in providing security solutions. We therefore endeavour to build and maintain a motivated, capable workforce who are proud to work for our region and able to deliver our commercial strategy. We continue to build on the excellent people management practices which are in place across the Group in order to fully engage our workforce.

G4S is an organisation which is defined by its values, which are:

- We act with Integrity and Respect - Our business activities and relationships are built on trust, honesty and openness. We do what we promise and always strive to do the right thing. We listen. We treat our colleagues, customers and those in our care with the utmost respect.
- We are passionate about Safety, Security and Service Excellence - We are passionate about working safely and take great care to protect our colleagues and customers from harm. We are experts in security and use that knowledge to protect our customer’s assets. We keep our promises and are passionate about delivering high levels of customer service.
- We achieve this through Innovation and Teamwork - We inves

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