Senior Client Service Administrator

1 week ago

Centurion, South Africa Momentum Corporate Full time

**Introduction**

**Role Purpose**

Provide quick and accurate administrative support, to enable theclient service area to deliver a professional service to clients within Service Level Agreements and legislative / compliance requirements.

**Requirements**:

- Matric or equivalent
- Business related qualification advantageous
- MS Office Suite (Word, Excel)

**Duties & Responsibilities**

INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48Hrs) 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.
- E.g. Documentation for employee access
- 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. / training on updates provided by L&D.
- 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 where relevant.
- 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 area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and
- provides exceptional client service.

PEOPLE
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

FINANCE
- Contribute to the financial planning process within area.
- Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

**Competencies**
- Documenting Facts
- Meeting Timescales
- Attention to detail
- Accountability
- Establishing Rapport

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