Client Experience Specialist/manager

4 weeks ago

Johannesburg, South Africa Boardroom Appointments Full time

**Key purpose**:
Develop and lead customer experience frameworks to ensure the delivery of high quality service to all customers and that business targets are met.

**Duties and responsibilities**:

- Identify, control and escalate potential risks which may lead to increased costs
- Manage costs or expenses within approved budget to achieve cost efficiencies
- Deliver against operational and cost targets
- Prioritise resource allocation to minimise and reduce wastage
- Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse
insights; and the creation of buy-in
- Engage in cross-functional relationships to obtain and to provide work support
- Resolve customer dissatisfaction/complaints by taking ownership of the problem
- Analyse customer feedback to help improve customer service
- Ensure that delivery is accurate, timeous and of an acceptable standard
- Ensure that product or service knowledge and advice is technically accurate
- Know and understand customer needs to deliver a quality service
- Propose ideas to improve customer service
- Work as both an individual contributor and manager of people to drive forward client experience processes and initiatives.
- Take ownership of daily client experience operations: assigning tasks, monitoring support channels to ensure exemplary and timely response, and acting as mentor and escalation point for frontline
- Lead the process in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties
- Lead CX meetings and strategy sessions, with input from the COO and Head of Sales & Service Solutions.
- Track, analyze, and report key client experience metrics
- Assist with the creation, implementation, and training of client experience best practices
- Identify effective activities to address own development gaps
- Create own development plan and review plan with team leader or manager
- Understand which competencies and skills are required to be mastered to ensure personal development and performance
- Keep abreast of learning opportunities, changing products and trends

**Qualifications and experience**:

- Relevant Diploma
- Relevant Degree
- 5 to 7 years experience in a similar position and 5 years in financial services industry

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