Client Engagement Consultant
5 days ago
**Main duties and responsibilities**:
- Respond to customer needs through all omni-channel contact points
- Engage and professionally responding to customer contact, regardless of the channel. Contact will be primarily inbound, however outbound campaigns are also an integral part of this job function
- Take ownership of customer requests from receipt to conclusion
- Identify and escalate issues to supervisors
- Provide product and service information to all customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Route calls to appropriate people where required
- Document all call information according to standard operating procedures
- Follow up customer calls where necessary
- Complete call logs and reports
- Take ownership of service level standards and ensuring that they are reached consistently
- In addition to their regular duties of answering customers basic questions, a Professional Front Office Agent are responsible for handling complaints that are too complex to be handled by junior employees
Assisting management and the Support Team:
- Agree duties with team members in order to achieve operational targets, including prioritisation and work schedules
- Responsible for enforcing PPS’s training and development programme; they may also be assigned a junior employee to mentor
- Execute policies and procedures related to service delivery in Operations and between other areas
- Build and maintain relationships with relevant stakeholders
Keeping track of customer trends:
- Use available software to document each customer interaction to help streamline the customer service processes, observing trends to report back to the Product Development team
- Identify process and procedure improvements and making recommendations to streamline and simplify processes
- Escalate system failures to the appropriate support team in order for the team to stay productive
- Recognise, document, and alert the management team of trends in customer calls
Maintaining Product Expertise:
- Act as an expert in the products offered by PPS in order to answer customer complaints and questions. This requires taking initiative to master every feature and benefit of each product
**Formal Qualifications**:
- Matric (Grade 12)
- A 3-year tertiary qualification (Degree/BTech) with relevance business orientation
**Experience and Knowledge**:
- 3+ years’ customer service experience
- 2+ years’ working experience in call centre AND back-office processing is a clear advantage
**Computer Literacy**:
- MS Office package, particularly Internet, Outlook, and Excel
**Interpersonal and Intrapersonal Skills**:
- Relating to customers
- Communicating in writing
- Communicating orally
- Quality orientated
- Reliable
- Customer focused
- Resilient
- Results-driven
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