Find Out Your Score for This Position and Tailor

2 months ago


 Customer Experience Certification, South Africa H&S Recruitment Full time

**Requirements**:

- REQUIRED MINIMUM WORK EXPERIENCE AND QUALIFICATIONS
- Bachelor's Degree in marketing, communications, business management, or in a related field preferred.
- Customer Experience Certification
- At least 6 years' professional experience in CX platforms and solutions in a financial services environment.
- Pension fund experience advantageous

**Responsibilities**:

- The role would be responsible for building omnichannel platforms and proactive member communication and contact to enhance service, access to information and advice for clients and members in line with the Member Experience strategy and deliver on defined 'moments of truth'.
- BASIC - Member segmentation and enhance the member experience
- Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values.
- Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions and engagements.
- Collect, track and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged
- Raise red flags wherever the business processes need correction to ensure the member has a seamless experience
- Ensure omni-channels are designed and in place to ensure easy interaction between members, clients and the Fund., collaborating with the IT and Communications teams to ensure a seamless experience with the websites, self-service apps, consultants and call centre
- Identify emerging member needs and trends, taking proactive steps to maintain positive experiences and design and formulate new member offerings in line with emerging needs and trends
- Keep informed of industry trends and new CRM technologies
- Develop communication material for each segmented member group across onboarding, significant life events, pre and post retirement
- Design and implement all onboarding processes and procedures of new members /new business to create a positive experience to begin the member journey
- Identify and customise the right information at the right time to be delivered through multiple channels, that enables members to take control of their pension fund journey through different moments of truth
- Identify and deliver on member's service channel preferences to ensure that members receive support and communication that suits their preferred needs while proactively shifting preference to support lower cost, self-service channels
- Offer self-service options (e.g., member portal) for members to access to comprehensive information as required
- Provide members with access to financial performance information, tables, graphs, dashboards
- Drive campaigns for Client liaison - education, financial wellbeing, providing content in a rich multimedia format, available across channels
- Design content, tools and material enabling the Fund and consultants to provide timeous communication and advice regarding external factors and the impact that they may have on a members' pension
- Provide communication on new products and services relating to adjacent financial services (insurance, medical aid, wellness, etc) relevant to members
- Track member experience and market data to gain insight, and ensure quality control and continually improve processes
- Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
- Analyse member/client feedback on services and offerings to identify new opportunities
- With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs product ranges and new releases, as well as preparing reports.
- Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, informed and have the tools to do their jobs
- Timeously resolve all escalated complaints ensuring these are closed against quality control measures
- Stakeholder management
- Engage with all members and key stakeholder to understand their requirements and recommend processes and solutions to meet their needs and achieve objectives.
- Build credibility, sustainability and trust through delivering required results within set timelines and standards.
- Pro-actively develop and maintain a wide-range of external contacts in order to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

JOB TYPE

Work Day: Full Time

Employment type: Permanent Job

Salary: ZAR 89,611,900.00 - 114,155,400.00 Yearly

Positions available: 1

JOB REQUIREMENTS

Minimal experience: Unspecified

Gender: Indistinct



  • • Project management experience., South Africa RSG Mining And Construction Full time

    **Requirements**: - Bachelor's degree in interior design or related field. - Portfolio of design work. - Project management experience. - Experience with computational design. - Highly creative, imaginative and artistic. - Excellent communication skills, especially in regard to communicating an artistic vision. - Proficiency in AutoCAD, Illustrator,...


  • • Proven pest control experience., South Africa RSG Mining And Construction Full time

    **Requirements**: - High school diploma or GED. - Valid driver's license. - Proven pest control experience. - Licensed to perform pest control. - The ability to work in all weather conditions. - Excellent problem-solving skills. - Effective communication skills. - Exceptional customer service skills. - Detail-oriented. **Responsibilities**: - Determining...


  • • 1+ year of administrative experience, South Africa RSG Mining And Construction Full time

    **Requirements**: - High school graduate or its equivalent - Additional qualifications are a plus - 1+ year of administrative experience - Literate in Microsoft Office - Good organizational skills - Good interpersonal skills, desire to be proactive, and approachable personality - Ability to give full attention to what other people are saying and to actively...


  • • 1+ year of administrative experience, South Africa RSG Mining And Construction Full time

    **Requirements**: - High School graduate or its equivalent - Additional qualifications are a plus - 1+ year of administrative experience - Literate in Microsoft Office - Good organizational skills - Good interpersonal skills, desire to be proactive, and approachable personality - Ability to give full attention to what other people are saying and to actively...


  • • Working experience of relevant software (e.g. SAP MM), South Africa RSG Mining And Construction Full time

    **Requirements**: - Previous experience as a supply chain manager or in a similar field - Excellent knowledge of supply chain processes - Working experience of relevant software (e.g. SAP MM) - Strong communication skills - Excellent organizational and project management skills - Attention to detail - Creative problem-solving - A strategic and analytical...


  • • Strong customer service skills, South Africa RSG Mining And Construction Full time

    **Requirements**: - Proven work experience as a Meter Reader or similar role - Valid driver's license - Strong customer service skills - Ability to work independently - Relevant training and/or certifications as a Meter Reader **Responsibilities**: - Greet customers at their homes or places of business when the meter is not accessible from the outside,...


  • • A minimum of 1 year office experience may be preferred., South Africa RSG Mining And Construction Full time

    **Requirements**: - High school diploma or GED. - Completion of an administrative course may be advantageous. - A minimum of 1 year office experience may be preferred. - Competency with computers, physical and digital filing systems, and typing. - Strong written and verbal communication, interpersonal, and maths skills. - Good problem-solving skills. -...


  • • Forklift certification is a plus., South Africa RSG Mining And Construction Full time

    **Requirements**: - High school matric or equivalent. - Previous experience in a warehouse or similar role is preferred but not mandatory. - Forklift certification is a plus. - Knowledge of basic computer skills, such as data entry and using inventory management systems, is beneficial. - Ability to work flexible shifts, including evenings, weekends, and...


  • • +2 years driving experience preferably on a Scania, Mercedez Benz and MAN vehicle, South Africa RSG Mining And Construction Full time

    **Requirements**: - Minimum level of education / Grade 12 certificate - Valid, unendorsed Code 14 driver's license with valid PrDP - +2 years driving experience preferably on a Scania, Mercedez Benz and MAN vehicle - Clean driving record - Clean criminal record - Communication skills - Verbal and written - Good reading and writing skills - Must be medically...


  • • Experience with MS Office, South Africa RSG Mining And Construction Full time

    **Requirements**: - Experience as a Staff Assistant or similar junior HR role is a plus - Familiarity with HRIS, ATS and resume databases - Experience with MS Office - Good understanding of full-cycle recruiting - Basic knowledge of labor legislation - Organizational skills **Responsibilities**: - Update our internal databases with new employee...


  • • Experience using help desk software and remote support tools, South Africa RSG Mining And Construction Full time

    **Requirements**: - Experience as a Customer Support Specialist or similar CS role - Familiarity with our industry is a plus - Experience using help desk software and remote support tools - Understanding of how CRM systems work - Excellent communication and problem-solving skills - Multi-tasking abilities - Patience when handling tough cases - BSc in...


  • • Experience in computer-aided design and drafting (CADD)., South Africa RSG Mining And Construction Full time

    **Requirements**: - Bachelor of Science in engineering or architecture. - Degree from a technical college also acceptable. - Experience in computer-aided design and drafting (CADD). - Ability to draw manually favorable, but not essential. - Ability to work well in a team and on your own. - Ability to respond well to criticism and maintain a positive...


  • • Proven experience as a Shop Fitter, Carpenter, or similar role., South Africa RSG Mining And Construction Full time

    **Requirements**: - Grade 12 or equivalent qualification. - Tertiary / Vocational training or apprenticeship in carpentry, cabinet making or a related field is preferred. - Proven experience as a Shop Fitter, Carpenter, or similar role. - Strong carpentry and joinery skills, with the ability to work with a variety of materials. - Excellent attention to...


  • • Certification in Primavera P6, South Africa H&S Recruitment Full time

    **Requirements**: - Qualifications, minimum requirements and experience - B. Tech (Eng.) or NQF 7 Bachelor's degree in Engineering, Construction Management, Project Management or a related field - Certification in Primavera P6 - Professional certification in scheduling i.e. PMI-SP, PSP or similar (Advantageous) **Experience**: - Minimum 5 years' experience...


  • • Work experience will boost your job applications and give you insights into the work involved in this career., South Africa RSG Mining And Construction Full time

    **Requirements**: - There are a small number of postgraduate mining engineering courses available. - Directly relevant experience can be difficult to organise for safety reasons, but related placements, internships and periods of voluntary work will offer the same benefits. - Look for opportunities with engineering and environmental consulting firms, or...


  • • Tech-savvy with practical experience in remote control, databases, and office automation products, South Africa RSG Mining And Construction Full time

    **Requirements**: - BSC/BA in IT, computer science, or a related discipline - Proven background in a customer service position such as a help desk technician - Tech-savvy with practical experience in remote control, databases, and office automation products - Excellent knowledge of computers, smartphones, and other tech items - The capacity to recognize and...


  • • Track record of excellent customer service., South Africa RSG Mining And Construction Full time

    **Requirements**: - Associate or technical degree. - Certification from the Electronic Security Association or the National Institute for Certification in Engineering Technologies. - Track record of excellent customer service. - Outstanding communication and interpersonal skills. - Excellent problem-solving skills. - Alarm system experience. - Valid...


  • • Experience installing, maintaining, and troubleshooting piping systems such as removing and replacing worn components, doing general maintenance work, South Africa RSG Mining And Construction Full time

    **Requirements**: - Five years of experience in a pipe fabrication environment - Previous work with machinery installation and rigging is an asset - Experience installing, maintaining, and troubleshooting piping systems such as removing and replacing worn components, doing general maintenance work - Strong knowledge of building codes and regulations - Have...


  • • Experience using relevant tool suites., South Africa RSG Mining And Construction Full time

    **Requirements**: - A bachelor's degree in computer science, software engineering, or another related field. - Hands-on programming experience using relevant languages. - Experience using relevant tool suites. - Strong written and verbal communication and interpersonal skills. - Creative problem-solving skills. - Experience managing the software development...


  • • Previous experience working at a veterinary clinic is advantageous., South Africa RSG Mining And Construction Full time

    **Requirements**: - Degree in animal science, zoology, biology, or similar. - Experience doing voluntary work with animals is recommended. - Previous experience working at a veterinary clinic is advantageous. - Patience, empathy, physical fitness, and people skills. - Strong observational skills and attention to detail. - A passion for animals is...