Senior Professional Services Agent: Pps Mutual
7 days ago
**Main duties and responsibilities**:
- Resolving queries and engaging with key stakeholders
- Responding to customer enquiries and resolving customer complaints
- Identifying process and procedure improvements and making recommendations to streamline and simplify processes
- Assisting with business testing for each new implementation
- Performing administrative activities including processing, reporting, reviewing, estimating, and analysis
- Driving quality through peer-to-peer coaching, analysing common error trends and taking ownership of query resolution
- Standing in for the reporting Team Manager when they are not in
- Implementing and managing systems and practices effectively to ensure the achievement of operational productivity and monthly/annual targets
- Ensuring that the team has the knowledge and skills to answer customers’ queries quickly and effectively
- Ensuring that the team is adequately skilled and trained to execute on published processes
**Formal Qualifications**:
- Matric
- Post Matric qualification in business related studies or equivalent
- Bachelor’s Degree in business related studies or equivalent an advantage
**Experience and Knowledge**:
- 3 to 4 years’ service and administration experience
- 1 to 3 years’ Team Leader experience will be an advantage
- 3+ years industry experience will be an advantage
- Coaching skills
- Proven track record in establishment new networks and collaborative relationships
**Strategic Orientation**:
- Knowledge and understanding of the PPS vision, strategy, and products
- Ability to organise activities/ functions to form a bigger picture
**Communication**:
- Articulate and communicates in a logical way and structures information to meet the needs and understanding of intended stakeholders
- Expresses opinions, information and key points of view clearly and assertively
- Anticipates and responds appropriately to the needs, reactions, and feedback of team members
- Transparency in ensuring that key business capabilities are highlighted with a solution orientation approach.
**Computer Literacy**:
- Adaptable in the use of the latest MS Office Package (e.g., MS Excel, PowerPoint, Word, etc.)
**Interpersonal and Intrapersonal Skills**:
- Able to work in a self-directed, fast-paced environment
- Able to work under pressure, managing multiple activities, meeting deadlines, and adapting quickly to changing priorities
- Sense of urgency and highly accountable
- Problem solving - The Team Manager solves customer issues, sometimes without seeing the actual problem first-hand
- Excellent relationship building skills
- Attention to detail and high levels of accuracy
- Highly organised
- Energetic and enthusiastic
- Self-motivated
- Good communicator
- Team player
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