Client Liaison Officer

1 week ago

Bloemfontein, Orange Free State, South Africa Bidvest Bank Full time R300 000 - R750 000 per year

Primary Purpose

To build, manage relationships with regional customers and ensure all operational, contractual obligations, compliance and Service Levels Agreements are always met.

Minimum Requirements

Qualifications

  • Matric with Fleet Administrative experience
  • Fleet Management Diploma (Ideal)
  • Marketing or Sales Diploma or degree (Ideal)
  • Previous client relationship management

Experience

  • 3 – 5 years' experience within the Fleet industry, preferably within Leasing Environment and knowledge of the Road Traffic Act

Duties and Responsibilities include but not limited to:

FINANCE
Revenue Protection

• Scrutinize CIS monthly to ensure all units on lease correctly billed to customers
Revenue Generation

• Identify new and additional initiatives within the scope of the contract
Debtors Management

• Improved Debtors Age collection rate, no invoices older than 60 days

• Ensure GRVs are issued for all outstanding invoices (revenue assurance)

CUSTOMER CENTRICITY
Customer Service Excellence

• Relationship management and building

• Accurate and timeous reporting in line with contract requirements

• Ensure customer requirements are attended to and action timeously.

• Logging of activity on relevant CRM tool

• Compulsory monthly business reviews.
Service Level Agreement

• Work closely with all internal stakeholders to ensure the Bank is achieving the minimum 95% target.
Query Resolution

• Maintain constant communication for quicker resolution times

• Manage escalated queries and resolve timeously

• Acknowledge customer communication within 8hrs of receipt
Know Your Customer

• Customer information must be always updated
Customer Queries

• Timeously resolve all customer queries
Customer Complaints

• All complaints logged and resolved within 48 hours with feedback to customers
OPERATIONAL EXCELLENCE
Replacement Plan
Actively manage the Vehicle Replacement Program:

• Timeous quoting

• Customer consultation to ensure the asset specification is correct for the application of the vehicle.

• Ensuring that all quotes are processed timeously to procurement for asset ordering.

• Ensuring the accurate and timeous approval of quotes

• RFQs must be loaded on MS Teams Tool

• Manage order status.

• Provision of quotes within 5 working days within the SLA

• End of Contract management
Contract Management and Reporting

• Timeous Report submission

• Manage client fleet utilization and restructure

• Facilitate adhoc requests

• No STR extension past 12 months

• Managed utilization in line with contracted parameters

• Support MMU in managing outstanding POs

• Manage ETA and delivery of new vehicles with internal stakeholders

• Preparation of monthly customer reports for discussion
Compliance

• Obtain BRN/Proxy documentation on a quarterly basis

• Ensure all license discs are obtained and delivered to customers before expiry
Odometer Readings

• Preparation and presentation of monthly odo file in time for running of variable billing
LEARNING AND GROWTH
PDP and Training

• Have a formal PDP and proactively manage

• Achievement of objectives/milestones set out in the development plan

• Contribute to overall team outputs

• Identify any training needs

• No outstanding compulsory training
Employee Net Promoter

• Level of satisfaction by employees

This position is advertised in line with our commitment to Employment Equity.

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