Service Expert: Digital
2 weeks ago
**Main purpose of the Job**
- To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.
**Client Engagement**
- Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
- Improve client service experience, create engaged clients, and facilitate organic growth
- Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
- Handle complex and escalated client service issues
- Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
- Build/maintain rapid channel of communication to client in case of service-related issues and events
- Represent the “Voice of the Customer”
- Create a culture of Customer/Client Centricity
- Ensure adherence to standard operating procedures in all engagements.
- Ensure invoices have been captured and attached for any claims-related queries.
- Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
- Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
- Ensure follow up and follow through on all client queries
- Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
- Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
- Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
- Leverage team success to drive all initiatives and experiences with clients.
- Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
- Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
- Support cross functional work areas targeted to resolve issues raised by clients.
- Proactively gather client feedback to optimise client experience
- Drive digital omni-channel strategy, through improving the client’s digital experience.
- Escalate unresolved issues to the appropriate internal teams
**Quality, Consistency and Compliance**
- Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
- Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
- Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
- Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.
**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
**Minimum Academic, Professional Qualifications & Experience required for this position**
- Grade 12 with English and a second language
- Undergraduate/Postgraduate qualification in related field advantageous
- Minimum of 3 - 5 years customer service and industry specific experience
**Functional Competencies**
- Literacy - Have excellent reading, writing and interpersonal skills
- Ability to respond according to TAT
- Client Relationship Management
- Maximise Service Performance
- Query Resolution
- Build & Develop Client Centric Capabilities
- Deliver on Client Expectations
- Knowledge Sharing
- Driving Excellence through Client Experience
**Essential**
- Evaluating Problems
- Investigate Issues
- Problem Solving
- Building Relationships
- Communicating Information
- Showing Resilience
- Adjusting to Change
- Giving Support
- Processing Details
- Structuring Tasks
- Driving Success
- Prioritise Client Experience
**Behaviors**
- Energy
- Passion
- Respect for others
- Honest and Fair
- Positive Attitude
- Client Focus
- Tenacity
- Achieves Results
**Leadership**
- Demonstrate honesty and integ
-
Backend PHP Engineer
5 days ago
Sandton, South Africa CobbleWeb Full timeJob DescriptionWe are seeking a skilled Backend PHP Engineer & Digital Campaign Expert to join our team. This role will involve designing and implementing digital campaigns to drive lead generation in the health insurance sector. The ideal candidate will have experience in developing campaign strategies, managing budgets, and analyzing results to optimize...
-
Process Optimization Expert
4 days ago
Sandton, South Africa Akiba Digital Full timeAbout the RoleWe are seeking an experienced Operations Associate to join our team at Akiba Digital. As an Operations Associate, you will assist in designing, improving, and implementing efficient workflows and processes across departments.You will monitor and ensure adherence to SLAs for key operational processes, including client onboarding and vendor...
-
Digital Technology Lifecyle Services Sales
7 days ago
Sandton, South Africa IBM Full timeIntroduction The Digital Sales Specialist is an incentive role responsible for identifying opportunities and closing sales for IBM Technology Lifecycle Services (TLS) solutions. The Digital seller is proficient in client communications and the discipline offerings, has knowledge of other discipline products, and has the sales and technical experience to...
-
Head: Digital Services
1 week ago
Sandton, South Africa Certified Talent Full timeA leading office automation and digital services company is looking to hire Head of digital services to join their team, the successful incumbent must meet the below criteria; **KEY RESPONSIBILITIES** - To lead, develop and motivate specialist sales and support teams to the caliber necessary to meet the current and long-term needs of the ITS Office Services...
-
Paid Media Expert
1 week ago
Sandton, South Africa Freshive Digital Full timeAbout the Job:We're seeking a Paid Media Expert to join our team. The successful candidate will have experience in creating and managing high-performing ad campaigns across social platforms.Develop and execute cross-platform ad strategies that drive engagement and conversions.Collaborate with the creative team to develop engaging ad content that resonates...
-
Service Expert
3 weeks ago
Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time**Main purpose of the job** To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience. **Client Engagement** - Maximizes on client service operational performance through providing efficient first call resolution to client service issues. - Improve...
-
Sandton, South Africa Enshrine Placements Full timePlan, implement, control and evaluate the marketing strategies for Services and the Digital Solutions product portfolios for Sub-Equatorial Africa, in line with the local and global strategies **Position details**: Type: Permanent Reports to: HOD: Marketing. Primary purpose: Plan, implement, control and evaluate the marketing strategies for Services and the...
-
Senior Digital Strategist
2 weeks ago
Sandton, South Africa Leo Burnett Full time**Company Description**: Leo Burnett was built on a simple belief. That the most creative, most effective and most powerful work has people at its core—their needs, wants, dreams and hopes. It’s a belief that can be seen in action in everything we make **The role will entail**: - Understanding briefs and unearthing challenges and opportunities for...
-
Service Team Lead: Digital
2 weeks ago
Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time**Job purpose**: To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth and a best-in-class client experience. **Deliverables**: **Customer Experience**: - Execute on the vision and overall customer segment...
-
Paid Digital Media/marketing Manager
7 days ago
Sandton, South Africa RJPersonnel Full time3years Develop and optimize innovative approaches to customer acquisition and conversion through all types of digital media Execute, manage, and measure digital marketing campaigns across paid social and display platforms Maintain accounts, manage daily and monthly budget caps, and performance against KPIs and provide recommendations to grow income...
-
Head of Digital Transformation
2 weeks ago
Sandton, South Africa HR Genie Full timeReview, develop, implement, manage and review the companys digital strategy in line with organizational values, business objectives and priorities - Implement an environment of digital innovation and best practice, ensuring the use of technologies for the benefit of stakeholders. Maintain strong knowledge of emerging external trends in digital technology...
-
Service Expert: Mail
1 week ago
Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full timeClient Engagement - Maximizes on client service operational performance through providing efficient first call resolution to client service issues. - Improve client service experience, create engaged clients, and facilitate organic growth - Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of...
-
Istore Digital Project Co-ordinator
3 weeks ago
Sandton, South Africa Core Group Southern Africa Full time**Company Description** **iStore** - The home of everything Apple, iStore is Africa’s largest Apple Premium Reseller. With a retail footprint of more than 28 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple. The iStore...
-
Account Executive
9 hours ago
Sandton, South Africa Akiba Digital Full timeJob Title: Account ExecutiveLocation: Remote/On-site (Flexible)Reports to: Head of SalesDepartment: Sales & PartnershipsAbout Akiba Digital:Akiba Digital is a data orchestration and risk decisioning platform that enables high-value accountable institutions to manage dynamic risks across clients, transactions, and products. Our mission is to help businesses...
-
Cio: Digital Centre of Excellence
2 weeks ago
Sandton, South Africa Blue Label Telecoms Full time**About Company** We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We reach them by using both physical and virtual distribution channels. We target many of our...
-
Underwriter: Digital Distribution
7 days ago
Sandton, South Africa Sanlam Full time**What will you do?** - We have an exciting opportunity for a Underwriter: DD at SHA Risk Specialist.**What will make you successful in this role?** **Underwriting (Core)** - Quoting and dealing with queries from brokers on any referrals that arise out of the digital platform. - Managing administrative processes and accounts issues arising out of the use of...
-
Digital Co-ordinator
1 week ago
Sandton, South Africa Coloplast Full time**Location**: Sandton, ZA **Job Family**: Marketing **Country/Region**: South Africa Digital Co-ordinator Digital Co-ordinator - Coloplast South Africa & Sub Sahara - support in building a bridge to our consumers Coloplast has an exciting opportunity for an experienced, motivated, collaborative, hands-on individual who is inspired by the idea of...
-
Senior Manager: Digital Sales
6 days ago
Sandton, South Africa Absa Bank Limited Full timeEmpowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job...
-
Digital Marketing Consultant
5 days ago
Sandton, South Africa Think-Career Full timeOur client in the Insurance sector is looking to hire a strategic thinker with a deep understanding of sales & digital marketing who can manage and oversee the strategic positioning and promotion of the company's brand. Develop and execute the company's digital marketing strategies, ensure the successful implementation of campaigns that drive brand...
-
Digital Product Manager
7 days ago
Sandton, South Africa Absa Bank Limited Full timeBring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary An...