Main purpose of the Job 

• To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.

Client Engagement

• Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated 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 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 invoices have been captured and attached for any claims-related queries.
• Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
• Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
• 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 and highlighted to Team Leader.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• 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 client and managing the clients 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 optimise client experience
• Drive digital omni-channel strategy, through improving the client’s digital experience.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients’ issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

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
• Minimum of 3 – 5 years customer service and industry specific experience

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
• Pc Literacy – In-depth knowledge of Word, excel, email and Internet 
• Ability to respond according to TAT
• Client Relationship Management
• Maximise Service Performance
• Query Resolution
• Build & Develop Client Centric Capabilities
• Deliver on Client Expectations
• Knowledge Sharing
• Driving Excellence through Client Experience