Client Services Champion

1 week ago

Nelspruit, South Africa AVBOB Full time

Team Management
- Attend scheduled area meetings and report back to employees in the area office on deficiencies with regard to customer service and to recommend, to the management structure actions to rectify.
- Conduct meetings with employees, minute meetings, share minutes with all stakeholders and keep record of minutes with regard to all customer service related matters.
- Identify development areas with regards to client service deficiencies and compile and track a development plan in respect of admin staff in reporting offices.
- Conduct counselling and coaching sessions with administrative staff in reporting offices in respect of quality assurance deficiencies and standardization of approved processes.
- Recommend and implement remedial/ corrective action in under the guidance of the area manager in terms of employee behaviour and performance in Area Office and QA in other life offices.
- Control and monitor subordinates work to ensure that tasks are performed on acceptable standards and according to policy and procedures.
- Give input on performance appraisals of admin staff related to client service action. Recommend possible training and planned coaching needs that have to be incorporated into the development plan / coaching programme of the admin staff.
- Address escalated enquiries from admin clerks to with the necessary stakeholders in an accurate and timely manner.

Customer Service
- Address escalated enquiries from clients with the necessary stakeholders in an accurate and timely manner.
- Monitor that policy requests and related transactions are dealt with according to policy and procedure, and are executed timeously and effectively.
- Monitor and report on all regulatory requirements to the area manager to facilitate legislative compliance in the execution of duties of admin staff. (i.e. FAIS, PoPIA, FICA, BCEA, LRA.
- Awareness of the Group's policies and procedures, and the regulations relevant to the role.
- Consistently demonstrate understanding of how the principle of TCF and the underlying six TCF outcomes impacts the role, and is embedded in the culture of AVBOB.
- Monitor the implementation of Voice of the Customer (VOC) initiatives in all offices and in collaboration with Manager: Customer Experience.
- Monitor the implementation of the Moreki Pele program in all offices and in collaboration with the Manager: Customer Experience and Area Manager.
- Monitor the Net Promoter Score (NPS) results of all transactions in the Area (e.g. new policies issued and policy maintenance transactions), call all detractors and some promoters, followed by providing feedback and coaching to admin staff where required and report progress and results to the area manager.
- Identify, as part of the NPS monitoring, areas of improvement and communicate such to the Area manager to remedy and improve on. Record and report to the area manager on improvement areas and record progress made on improvement on a monthly basis.
- Evaluate work processes and implement standardized processes and procedures to facilitate effective client service experiences in collaboration with the area manager and relevant parties.
- Stay abreast of various policy maintenance departments’ functionality, requirements and processes to ensure that client requests are processed correctly and timely.Risk
- Prevent losses that may occur in the business by ensuring that all queries are handled and documentation are processed correctly and within the relevant rime frames.
- Prevent losses that may occur by identifying suspicious transactions and reporting such transactions to area manager on a regular basis.
- Identify and give input to area manager and Manager: Customer Experience to recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
- Review policy payment reconciliation document of all reporting offices to ensure reconciliation and banking processes are finalized in a timely manner by admin clerks.

Quality Assurance and Retention
- Monitor that daily non-payment lists are extracted per office and distributed to the line managers for follow-up.
- Ensure by weekly reporting activities that feedback reports from the different line managers (BM/DM/TL/BC) are consolidated and submitted to the Area Manager for review and reporting.

Fraud Complaints/ Investigations
- Receive, escalate the area manager and record client complaints lodged by clients at the respective insurance offices and report suspected fraud cases to the Forensics Department to investigate.
- Receive, record and refer complaints/ fraud investigations from head office to the relevant line manager for investigation within one day after receipt. Report on feedback from line managers to Head Office within agreed periods per insurance clerk.
- Maintain accurate records and reporting systems and processes to track investigations and provide timely feedback on investigations to Forensics.

Repor

  • Officer: Client Services

    9 hours ago

    Nelspruit, South Africa Construction Education & Training Authority Full time

    **RESPONSIBILITIES**: - Assist in the implementation of the tactical plan by coordinating operational activities and ensuring alignment to the achievement of operational targets within the Provincial Office. - Ensure successful implementation of Learning Programmes within the Region, prepare for implementation, monitor progress and closure of the...

  • Client Services Manager FAIS

    2 hours ago

    Nelspruit, Mpumalanga, South Africa FNB Namibia Full time

    FNB Namibia offers a platform for career advancement and personal growth, supported by a comprehensive training program. As a Branch Advisor for the FAIS Pipeline, you will be empowered to take ownership of your performance, make informed decisions, and drive results.Key ResponsibilitiesAs a key member of our team, you will be responsible for:Providing...

  • Senior Clerk: Client Services X2

    1 week ago

    Nelspruit, South Africa AVBOB Full time

    General reception duties to welcome clients - Receive and assist walk-in clients with inquiries in line with the client services policy and procedure and/or refer to the relevant department. - Utilize resources and obtain necessary knowledge and skills to handle and complete enquiries - Communicate entire processes and or delays and system problems to...

  • Training Specialist

    5 days ago

    Nelspruit, Mpumalanga, South Africa Fidelity Services Group Full time

    Company Overview:Fidelity Services Group is a leading provider of guarding services, committed to excellence and customer satisfaction. We operate in various regions across South Africa, serving diverse clients across different industries. Our mission is to provide high-quality services while fostering a culture of integrity, teamwork, and innovation.Job...

  • Teller sales and Client Services 1 421101 clerks

    2 weeks ago

    Nelspruit, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - To provide customers a unique experience by timeous, accurate and efficient processing of their financial transactions through excellent...

  • Service Consultant

    2 weeks ago

    Nelspruit, South Africa The Link Recruitment Full time

    **BRIEF OVERVIEW OF THE ROLE** **Query and service request management** - Regular and frequent updates to clients as per standard operating procedures (SOP) - Adhere to escalation management processes and procedures Quality Standards - Monitor and control the daily processing of administrative documentation as per processes, policies and systems defined...

  • Service Advisor

    2 weeks ago

    Nelspruit, South Africa Sydsen Full time

    Our client based in Nelspruit, is looking for an experienced Dealership **Service Advisor** to join their service department. **Requirements**: - Matric Certificate - Drivers license - Experience working in a franchise dealership as a Service Advisor - Evolve, BSI or Automate experience - Ability to work under pressure - Strong administration skills,...

  • Service Controller

    1 day ago

    Nelspruit, South Africa Dante Personnel Full time

    Mpumalanga, Nelspruit / Mbombela - R 7000 - R 8000 Our client within the IT industry has a vacancy for a Service Controller to join their team for 5 months **Minimum requirements**: - Matric - Knowledge of SAP and good computer literacy is essential - Previous call center experience will be an advantage - Good client relations and customer focused -...

  • Client Liaison Officer

    1 day ago

    Nelspruit, South Africa Tych Business Solutions Full time

    **Job ID**: 81437**Date Posted**: Posted 34 mins ago**Location**: Nelspruit**Job Title**: CLIENT LIAISON OFFICER - NELSPRUIT - MPUMALANGA SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential - Matric (Grade 12) and/ or - Post - matric qualification will be added as advantage - At least 1 - 2 years customer background in call centre or...

  • Customer Service Assistant

    3 days ago

    Nelspruit, South Africa M Direct Marketing Full time

    Our client located in Nelspruit is currently looking to add a Customer Service Representative to their growing team! About the Job: Act as primary coordinator for all client and customer requests. Listen to client and customers’ questions, concerns and provide technical answers and responses. Process customer quotes, orders, calculate charges and prepare...

  • Service Manager

    1 week ago

    Nelspruit, South Africa SydSen Recruit Full time

    Service Manager - Nelspruit, Mpumalanga Our client is in search of a highly skilled and motivated individual to assume the role of **Service Manager** at their dealership. **Primary Responsibilities**: - Lead a team of proficient technicians and service advisors to provide exceptional automotive services. - Cultivate a positive and collaborative work...

  • Service Manager

    1 week ago

    Nelspruit, South Africa SydSen Recruit Full time

    Service Manager - Nelspruit, Mpumalanga Our client is in search of a highly skilled and motivated individual to assume the role of **Service Manager** at their dealership. **Primary Responsibilities**: - Lead a team of proficient technicians and service advisors to provide exceptional automotive services. - Cultivate a positive and collaborative work...

  • Fleet Coordinator

    9 hours ago

    Nelspruit, South Africa Futurelink Global Recruitment Full time

    **Introduction** Our client in the Logistics sector, is in search of a Fleet Coordinator to join their team. **Duties & Responsibilities** - Ensure that the fleet is performing to company targets - Daily checking and reporting of exceptions on fuel consumption of all vehicles. - Stock management and reporting of any irregularities - Identify common /...

  • Customer Service Representative

    1 week ago

    Nelspruit, South Africa Tracker South Africa Full time

    **Listing reference**: track_001066 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Nelspruit**Contract**:Permanent**Remuneration**:MARKET RELATED**EE position**:Yes**Introduction**: **Job description**: - RESPONSIBILITIES - Process sales contracts received from clients and sales...

  • Service Advisor

    2 days ago

    Nelspruit, South Africa Dante Personnel Full time

    Mpumalanga, Nelspruit / Mbombela - R7000 - R9000 Monthly Basic Salary (Depending on experience ) Our Client in the Retail industry is looking for a Service Advisor to join their team in Nelspruit **Minimum requirements**: - Minimum Qualification: Matric - 2+ years' experience in a similar position - Must have strong administration skills - Must have...

  • Operations Manager

    3 days ago

    Nelspruit, South Africa Fidelity Services Group Full time

    **Security Operations Manager**: **Minimum Requirements** - Matric/Grade 12 Certificate or equivalent. - PSIRA Grade A/B registered. - Valid Driver’s License with own reliable transport is required. - At least 5-10 years’ experience in the security industry. - At least 5 years’ experience in the Operational Security Management structure. - Working...

  • Assistant Regional Manager

    2 days ago

    Nelspruit, South Africa Fidelity Services Group Full time

    The above position is vacant at Nelspruit guarding branch, reporting to the Regional Manager. The overall purpose of this position is to assist the Regional Manager in ensuring the effective and efficient operations of the Nelpruit and Wit Rivier branches and further ensuring that all site specific security requirements are adhered to and that the...

  • Service Advisor

    2 days ago

    Nelspruit, South Africa Bonafide Human Capital (Pty) Ltd Full time

    Our well known automotive dealer client based in Nelspruit currently holds a vacancy for an experienced Service Advisor. Preferences: - Previous Service Advisor Experience within a Dealership environment, mandatory. - Preferably located in the Nelspruit area. The purpose of the role is to provide prompt and quality service to customers relating to the...

  • Print Service Supervisor

    3 days ago

    Nelspruit, South Africa Ideal & Selected Candidates Full time

    PRINT SERVICE SUPERVISOR Nelspruit Oversees the day-to-day operations of the print services department This role involves managing a team responsible for providing efficient and high-quality print and document services, ensuring optimal utilization of print resources, and implementing strategies to enhance productivity. **Requirements**: - Bachelor's...

  • Print Service Supervisor

    9 hours ago

    Nelspruit, South Africa Ideal and Selected Candidates Full time

    **Job Overview**: **Date Posted**: Posted 5 hours ago- **Location**: Nelspruit, Mpumalanga- **Job Title**: Print Service Supervisor- **Education Level**: Bachelors Degree- **Job Level**: Senior- **Minimum Experience**: 3 - 5 Years**Print Service Supervisor required in Nelspruit.**: Oversee the day-to-day operations of the print services department. This role...