Specialist: Service & Advisor Support needed at Liberty Group South Africa

Purpose

• This role is accountable for ensuring client value by leveraging our research support portfolio to maintain renewal revenue and maximize customer retention across all of our clients.

Minimum Experience

• 2 – 3 years experience in a similar environment

Minimum Qualifications

• Higher Certificates and Advanced National (Vocational) Certificates [Level TBA: Pre-2009 was L4] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
• Contribute to the provision of a comprehensive administrative service through the correct interpretation and application of procedures.
• Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Build and maintain contact with customers to promote organisational products and services.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Ensures appropriate error handling and data cleanup’ process. Maintains and manages data quality processes in business unit. Enforces coding standards and centralises data to reduce duplication.
• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.