Job title : Client Experience Administrator (Graduate)
Job Location : Western Cape, Cape Town
Deadline : June 25, 2024
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Description
- Client Interaction and Experience Management:
- Professionally handle client interactions through multiple channels, ensuring prompt and thorough issue resolution.
- Gather and educate clients to promote first-call resolution.
- Manage complaints, provide solutions, and follow up to ensure resolution within agreed times.
- Maintain broad product knowledge to accurately respond to queries.
- Service client calls, webchats, and emails according to quality assurance standards.
- Process and Administration Management:
- Provide quality service in areas such as account inquiries, payments, claims, and insurance.
- Balance company policies with client satisfaction in decision-making.
- Identify and drive process improvements to enhance client experience.
- Use IT systems effectively to provide accurate responses and documentation.
- Update summaries of actions taken while assisting clients.
- Continuous Improvement and Quality Assurance:
- Use the Quality Assurance scorecard as a guideline for client interactions.
- Take ownership of inquiries and contribute to improving first-call resolution.
- Comply with productivity measures and 10X objectives.
- Teamwork:
- Support colleagues and work effectively as a team member.
- Participate in skills transfer and knowledge building.
- Follow and execute organisational policies and procedures.
Qualifications:
- Diploma/Bachelor’s degree (all disciplines welcome)
Experience:
- This is a graduate position; no prior experience is required.
- The role is designed to upskill graduates in their first year.
Skills:
- Everest, HubSpot, and Zendesk knowledge are advantageous.
- Proficiency in MS Office (Excel in particular).
- Strong communication skills.
- Team player with the ability to work independently.
- Detail-oriented with strong analytical and problem-solving skills.
- Excellent time management, service-oriented, and self-directed.
- High level of integrity and work ethic.
Skills Required
- MS Excel
- Attention to Detail
- Problem Solving and Analytical Thinking
- Communication
- Customer Support
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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