Client Relations Specialist

1 month ago


Cape Town, Western Cape, South Africa Banxso Full time
Job Summary

The Client Relations Officer plays a pivotal role in fostering strong, positive relationships between Banxso and its clients. This position requires exceptional communication and interpersonal skills, as well as the ability to deliver exceptional customer service and resolve client concerns in a timely and effective manner.

Key Responsibilities
  • Client Engagement: Establish and maintain client relationships by handling all client concerns and enquiries, including complaints.
  • Client Support: Provide timely and accurate responses to client queries, ensuring that client needs are met in terms of accuracy, relevance, promptness, and completeness.
  • Problem Resolution: Investigate, assess, and analyse client concerns, reaching a full resolution with the client while delivering excellent customer service.
  • Collaboration: Work closely with internal departments to ensure issues are addressed and resolved satisfactorily and promptly.
  • Client Feedback: Gather and log client feedback, providing suggestions for improvement and identifying areas for growth.
  • Client Retention: Implement strategies to retain clients and ensure their loyalty, identifying opportunities for upselling or cross-selling products or services.
  • Client Database Management: Maintain accurate client records and databases, including contact information and interaction history.
  • Reporting and Analysis: Generate reports on client interactions, feedback, complaints, claims, and satisfaction levels, analysing data to identify trends and opportunities for improvement.
Requirements
  • Qualifications: A qualification in Business Management/Administration, Marketing, Communications, Psychology, Law, or a related field.
  • Experience: Proven experience in client relations/dispute resolution, or a similar role in the insurance or financial industry.
  • Skills: Strong interpersonal, negotiation, and communication skills, both written and verbal. Empathy and a customer-centric approach to problem-solving. Excellent organisational and multitasking abilities. Proficiency in using CRM software. Ability to work independently and collaboratively in a team. Attention to detail and a commitment to client satisfaction.


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