Category: Ops & Admin - OF6310
Posted by: Alexander Forbes
Posted on: 15 Jul 2024
Closing date: 26 Jul 2024
Location: Durban
Purpose Of The Job
Interact with clients face to face, via email and telephonically to provide and process information in response to queries and requests. Provide the highest level of customer service to all clients taking full responsibility and accountability for the timely resolution of queries and requests.
Overview
Education
- Matric/ Grade 12 - Essential
- Ability to communicate effectively with clients and employees
- Skill in handling complaints
- Ability to communicate fluently (verbal and written) in both English, Afrikaans and two African language
- The consultant should be an effective communicator and troubleshooter, enthusiastic, self-motivated, adaptable, able to complete assigned tasks, and must possess a strong sense of responsibility. The ability to be diplomatic is essential because this is a customer service position.
- 2 years minimum of solid experience in a client servicing environment dealing with clients face to face
- Finance or investment industry experience will be an added advantage Key performance areas
- First impressions matter and it is your job as a walk in center consultant to be courteous to clients and create a good first impression.
- Ensuring all services meet the customers needs
- Liaise with administrators should you need to resolve the query on FCR
- Ensure internal telephone calls are answered in an efficient manner, ensuring a professional approach at all times Productivity
- Accurate capturing of walk in center member records as per call center capturing standards
- Ensure all documentation scanned and captured onto CRM
- Ensure all documentation sent via email to the administrator using the fund distribution list (soft copy)
- Ensure all documentation handed to back office within 8hrs (hard copies) via internal mail
- Ensure 100% logging onto CRM
- Ensure greeting and closure of contact are used according to the protocol document
- Ensure not on Non ACD status
- Ensure available on CIC for 7hrs
- Quality of service delivery and communicationprovided to internal and external clients
- Escalations to team leader/ manager to be Validated
- Ensures all unnecessary paper work is filed away
- Ensure average handling time should not exceed 15 minutes
- Build and establish relationships at all levels with internal
- departments, so as to ensure that timeous resolutions are
- found to any problems that might arise
- Database updates and information maintenance Knowledge
- Attend coaching weekly and achieve an average of 85%
- Product / System and Procedure assessment on a monthly basis and achieve 85% Competencies
- Well groomed
- Be well presented
- Well spoken
- Fluent in English
- Quality Focus (Attention to detail and Accuracy)
- Multi-lingual (fluent in at least two African language)
- Computer literate and efficient
- Confident
- Wear the AF uniform at all times as the AF ambassador
- Assertive
- Self-awareness
- Superior customer service skills and orientation
- Ability to multitask and work without direct supervision
- Possess strong, verbal and people skills
- Ability to maintain professionalism at all times under stressful situations
- Passion for client service
- Exceptional interpersonal skills
- Enjoys working to set tasks
- Be flexible and adaptable
- A pleasant and optimistic attitude
- Self Control, Initiative, Analytical Thinking, Professionalism, Administration Skills
- Friendly and diplomatic nature with a passion for people
- Possess the highest standards of personal integrity and the ability to maintain confidentiality
- Friendly and diplomatic nature with a passion for people
- Maturity to speak confidently with intermediaries and clients
- Have an aptitude to learn different products
- Cope with shifting priorities
- Ensure conformity with processes and rules
- Organized and self-disciplined
- Enjoys working in a team environment.
- Numeric and Verbal Ability
- Adaptability, Stress tolerance
- Ability to deal with complexity of different types of queries and clients
- Ability to prioritize and function positively under pressure
- Accountability
