Client Engagement:

• Execute on the vision and overall customer segment strategy
• Provides strategic input into the customer segment strategy
• Provides insight in terms of optimising performance and profitability
• Develop mechanisms to obtain and provide feedback on customer insight
• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
• Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)
• Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understanding the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Service
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Service.
• Ensures remediation of all audit findings for Service.

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
• Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
• Complete accurate and timely administration records.
• Submit to the Manager of Customer Care all relevant reports, paperwork.
• Any additional responsibilities as required from time to time
• Ensure you and your team comply with company policy and procedures

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years experience as a Team Leader in a Call Centre environment