Critical Thinking, Key Client Relationships, Time Management, Emotional Intelligence, Customer Service, Analytical Skills
Job description
APPLICATIONS CLOSE ON 24 FEBRUARY 2023
Open to Internal & External Applications
General Description
The role of a CEE is to create exceptional servicing experiences, both digitally and physically. In order to do so a CEE must demonstrate strong product knowledge along with an ability to efficiently interact with clients, understand their servicing journeys, pain points; and align with other business functions or internal stakeholders such as product development, software development, sales, marketing and professional services.
Key Roles and Responsibilities
- Cultivating solid relationships with clients through the provision of exceptional after-sales service.
- Creating a positive experience for new and current clients.
- Regularly interacting with clients through telephone calls, email communications, face-to-face or online meetings.
- Identifying ways to overcome clients' initial dislike of company products.
- Maintaining an accurate record of all existing and potential clients.
- Responding to client escalations in a timely and professional manner.
- Training and providing overall guidance to client service employees.
- As per the need of the business conduct bespoke testing of development for specific clients.
- Complete any and all duties, as required from time to time, that fall outside the employees general scope of daily duties.
- Strong Client Relationship Management skills
- Ability to work under pressure
- Strong problem-solving expertise
- Ability to work with digital servicing tools and methods
- Ability to mentor and coach junior resources
- Ability to easily transition to new servicing models
- Open to travel to regional clients when required
- Thrive in a fast-paced environment
- Good listening skills and a strong client focus
- Strong written and verbal communication skills
- Ability to deliver an honest, transparent and high-integrity client experience to all Cardinal clients.
- Ability to maintain close working relationships with Clients and colleagues to ensure satisfactory client service
- Consistently meeting and exceeding expectations in client service
- Self-motivator who uses initiative
- Professional and reliable
- Delivering Results (know how to execute, get things done)
- Accountability
- The ability to work effectively in a team/ Collaborative
- Attention to detail
- A flexible approach to work
- The ability to manage your time and to work on several service requests concurrently
- Honesty and Integrity
- Administrative and organisational skills, ability to multitask, work to priorities and deadlines.
- High level of numeracy (mathematically minded) and problem-solving approach
- Analytical skills
- High level of computer literacy
- Analytical thinking
- Forward thinking service orientated approach
- Display effective Critical Thinking patterns
- Display good Problem solving techniques
- Creativity in addressing issues in the workplace
- Consistent and fair People management practices
- Coordinate well with others
- Always display high emotional intellect
- Good Judgement and Decision-making skills at all times
- Service orientated
- Good Negotiation skills
- Good time management skills
- Personal Efficiency
- Grade 12 (Matric)
- The ideal candidate must have 5+ years of client service experience.
- Bachelor's degree or greater is an advantage
- Knowledge of our products and systems
- Knowledge and familiarity with our professional servicing strategy
- Knowledge of our clients, our partners and the insurance market
- Display effective Critical Thinking patterns
- Display good Problem-solving techniques
- Creativity in addressing issues in the workplace
- Consistent and fair People management practices
- Coordinate well with others
- Always display high emotional intellect
- Good Judgement and Decision-making skills at all times
- Service orientated
- Good Negotiation skills
- Good time management skills
- Personal Efficiency
