Service Consultant
1 week ago
Introduction
Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables businesses and people from all walks of life to achieve their financial goals and life aspirations.
Role Purpose
**Requirements**:
- Matric Certificate
- 1 - 2 years experience in a call centre/client service environment
- Exposure to the medical aid and/or mining industry is advantageous
- Proficient in Eglish and Setswana is required
Duties & Responsibilities
**INTERNAL PROCESS**
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.
**CLIENT**
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after-sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
Competencies
- Good verbal and written communications skills
- Excellent service orientation
- Good problem-solving skills
- Detail orientated and high attention to detail
- Ability to prioritize tasks
- Ability to work within a team and collaborate
- Display initiative
- Adaptability
Policy
We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.
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