Client Experience Officer
3 months ago
**Overall purpose of the job**:
The Client Experience Officer will be tasked with maintaining current clients and keeping accurate correspondence records, meeting regularly with management, updating client details, engaging with our customers and improving customer touchpoints. The Client Experience Officer must be able to understand customer needs and develop ways to fulfil them. Their dedication to the needs of our clients will encourage client loyalty and enhance our organisation’s growth through positive client-to-business engagement.
- **
Responsibilities Include**:
**Administration**
- Processing and logging incoming calls into the CRM system
- Reporting on STASY data and verifying information is correct
- Ensure data integrity
- Assist the admission consultant to update the marketing information in STASY (leads and school tours)
- SharePoint: Update weekly leavers report and reasons
- Manage Manco reports to include all leaver information and reasons and required data
- Reporting of marketing-related information, based on reports retrieved from STASY and information recorded manually
- Retrieve required information for Admission consultant and Brand Marketing Manager to conduct and implement CRM campaigns
- Updating customer information on STASY
- Maintaining confidentiality of information
- Weekly check ins with CXO Team lead
- Weekly check ins with full brand Marketing team
- Ad hoc checks on sibling links in STASY. Contact GSS should siblings require linking
- Ensure new joiners accounts are set up in STASY and associated administrative apps by the 14th of each month
- Check quality of personal information (personal details + sibling info + payment plan.) by the 19th of each month
**Retention/ Leavers**
- CRM campaigns to improve retention across all campuses
- Drive insight from data to grow retention
- Monitor retention stats against threshold (controllable and uncontrollable)
- Maintain high levels of customer engagement. Develop action plans based on the voice of the customer in order to drive retention
- Maintain and monitor roll over stats and management between grades and phases at year end
- Check that all student leavers are de-activated in STASY
- Record accurate and comprehensive leaver reasons, movement during the year
- Record and maintain up to date approval of notice period
- Ascertain ‘At risk’ students and encourage Stay interviews
- Manage exit interviews (if agreed to with Principal)
**Customer Service/ Client Experience**
- From receiving the SD, engage with the new parent and students
- Ensure 24-hour turnaround time with customer queries and inquiries
- Making courtesy calls to clients and managing at risk list. Maintain accurate data on templates received
- Assist with parent enquiries
- Identifying customer needs
- Forwarding and escalating inquiries to relevant individuals and departments
- Providing outstanding customer service
- Analysing customer touchpoints and identifying gaps in the process. Establish ways to improve and maintain the overall brand experience
- Custodian of the CI of the brand. Ensure school facilities comply with brand visual identity
- Drive customer satisfaction surveys and benchmarking against industry standards
- Handle client issues throughout the client life cycle in a timely and accurate fashion
- Ensure quality and consistency of service to customers. Ensuring all employees understand the type of experience the company strives to provide for customers
- Managing client relationships to build a reputation for excellent service and generate repeat business
- Attend to functions such as coffee mornings to build relationship with customers and Management
- Maintain complete and accurate customer correspondence data
- Drive customer satisfaction surveys and benchmark against industry standards
- Focus on improvement on NPS ratings
- KPI’s will include but not limited to customer satisfaction levels on each of the customer point
**Leads/ Tours**
- Assist with school tours, assessments and Meet and Greet when AC is not on site
- Assist sales team in business acquisitions and planning
**Re-Registration**
- Assist the Brand to drive and guide the existing clients to re-register by confirming all their details and signing the terms and conditions on STASY
- New students registration process. Ensuring parents complete process of selecting plans
- Ensure a 100% response rate from the clients to re-registration request and that the status of the re-registration is updates accordingly in STASY
- Assist with the management of client registrations
**Communication & PR**
- Work with the marketing and communications department in establishing and overseeing the implementation of communication strategies
- Drive communication strategies against brand campaigns (e.g. Re-Registration)
- Audit of all customer touch points of the school (Newsletter, D6, Whatsapp messages, principal greeting, communications to parents etc)
- Matric Press packs managemen
-
Client Experience Specialist
4 months ago
Johannesburg, South Africa Servest Careers Full time**Job Context**: Servest (Pty) Ltd, a Leading Facilities Management Company has a challenging opportunity for Client Experience Specialist reporting to the National Key Accounts Manager to be based at their Waterfall Offices. The position is for their Cleaning Division. **Minimum Requirements**: Matric Qualification in one of the following areas marketing,...
-
Client Experience Specialist
7 months ago
Johannesburg, South Africa Servest Careers Full time**Job Context**: Servest (Pty) Ltd, a Leading Facilities Management Company has a challenging opportunity for Client Experience Specialist reporting to the National Strategic Key Accounts Manager to be based at their Waterfall Offices. The position is for their Cleaning Division. **Minimum Requirements**: Matric Qualification in one of the following areas...
-
Chief Experience Officer
8 months ago
Johannesburg, South Africa Salt Employee Benefits Full time**Purpose of role**: - The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides. -...
-
Customer Experience Officer
1 day ago
Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full timeCustomer Experience Officer Job Description:Isilumko Staffing in Johannesburg is looking for a skilled Customer Experience Officer to join our team. The successful candidate will be responsible for delivering exceptional customer experiences across our trading and investment platforms.Key Responsibilities:Client Engagement: Engage with clients to understand...
-
Client Service Officer
4 months ago
Johannesburg, South Africa ELO Digital Office Full time**About ELO Digital Office**: ELO Digital Office is a global leader in enterprise content management (ECM) solutions, providing cutting-edge technology to help organizations optimize their document management, workflow automation, and digital transformation processes. Our mission is to deliver innovative solutions that enhance productivity and drive...
-
Client Liaison Officer
7 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Liaison Officer** **Do you have experience in retirement funding? Ready for your next move?** We are hiring! Aon South Africa is recruiting a Client Liaison Officer in our Retirement Funding department, based, on a hybrid basis, from our Head Office in Sandton. The client liaison officer services a portfolio of retirement and...
-
Client Liaison Officer
7 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Liaison Officer**: Do you have experience in retirement funding? Ready for your next move? We are hiring! Aon South Africa is recruiting a Client Liaison Officer in our Retirement Funding department, based, on a hybrid basis, from our Head Office in Sandton. The client liaison officer services a portfolio of retirement and...
-
Client Liaison Officer
2 weeks ago
Johannesburg, South Africa Stratogo Full timeRole: Client Liaison OfficerLocation: Linbro Park - JohannesburgDesired skills: 2-3 years of experience on administrative skillsProficiency in Advanced - MS OfficeExcellent communicational and verbal skillsExperience Required: Administration duties including, but not limited to:Developing strong relationships with customers to maintain existing...
-
Client Experience Professional
1 day ago
Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full timeWe are seeking an experienced professional to join our team at Isilumko Staffing (JHB) as a Client Experience II. This role will be responsible for enhancing our service and execution in the Global Markets space.The estimated salary for this role is R800,000 - R1,200,000 per annum.About the Role:This is an exciting opportunity for a dynamic professional to...
-
Client Experience Manager
6 months ago
Johannesburg, South Africa Edge Growth Full time**Job purpose**: The Client Experience Manager (Partner) is responsible for creating a great experience for all Edge Solutions clients (programme sponsors) by improving programme delivery processes, building a standard programme delivery toolkit and coaching Program Managers on the effective execution of programme delivery processes and use of the program...
-
Client Liaison Officer
2 weeks ago
Johannesburg, South Africa Stratogo Full timeRole: Client Liaison OfficerLocation : Linbro Park - JohannesburgDesired skills: 2-3 years of experience on administrative skills Proficiency in Advanced - MS Office Excellent communicational and verbal skills Experience Required: Administration duties including, but not limited to:Developing strong relationships with customers to maintain existing...
-
Client Relationship Officer
8 months ago
Johannesburg, South Africa National Risk Managers (Pty) Ltd Full timeA Medical Insurance Company based in Benoni, Gauteng is looking for a Client Relationship Officer. The Client Relationship Officer will provide support, manage the client relationship and address any client issue that may arise. Assist with support to the members registered on our plans. **Key Responsible Areas** - Build relationships with the Employers -...
-
Client Liaison Officer
6 months ago
Johannesburg, South Africa Beautician and Physician Full time**POSITION NAME: CLIENT LIAISON OFFICER** **LOCATION: BEDFORDVIEW, GAUTENG** **INDUSTRY: MEDICAL AESTHETIC PRACTICE** **APPLICATION REQUIRMENTS**: - Diploma in Somatology - 2 years+ Somatology Experience - 2 years+ Medical Aesthetic Experience - 2 years+ Clinic Administration and or Management experience - Telesales Experience - Computer...
-
Client Liaison Officer
2 weeks 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**: -...
-
Client Experience Manager
3 months ago
Johannesburg, South Africa FirstRand Full timeJob Description To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction - Support Execution and relationships between other CX teams and other Business Resources, Docus on Enhancing Existing Customer Journeys: KYC, Fraud, Service and...
-
Client Experience Manager
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description To develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met Job Summary: We are seeking a highly motivated, driven self-starter and experienced Customer Experience Manager to join our team at FNB Savings and Cash Investments. As the Customer Experience...
-
Client Liaison Officer
4 weeks ago
Johannesburg, Gauteng, South Africa Edge Executives Full timeJob DescriptionAt Edge Executives, we are seeking an exceptional Client Liaison Officer to join our team. As a key member of our corporate support team, you will be responsible for delivering exceptional customer service and administrative support.Responsibilities:Provide excellent telephone communication skills to handle customer inquiries and concerns in a...
-
Non-motor Client Experience Manager
7 months ago
Johannesburg, South Africa Sanlam Full time**OPPORTUNITY** - This career opportunity is available at the Santam Non-Motor in the team of Non-Motor for the Client Experience Manager, managing the client experience for the entire Non-Motor value chain, and will be based in Hill on Empire.**WHAT WILL YOU DO** - The purpose of this position is to be the custodian for the client experience throughout the...
-
Executive: Juristic Client Experience
4 months ago
Johannesburg, South Africa Nedbank Full timeJob Family- Project, Process and Product- Career Stream- Process- Leadership Pipeline- Manage Function (MF)**Job Purpose** - Drive a franchise view of clients and client experience, enabling differentiated coverage and client experience models that generate positive client sentiment and grow share of wallet. The role will be responsible for delivering...
-
Client Onboarding and Compliance Officer
1 day ago
Johannesburg, Gauteng, South Africa Curiska Full timeAbout the JobWe are looking for a talented Client Onboarding and Compliance Officer to join our team in Rosebank, JHB. This position is responsible for overseeing the end-to-end onboarding process of new clients, focusing on the management of client data related to account openings, AML/KYC compliance, and tax identification across various products and...