Talent Pool : Service Consultant Gauteng MMH

To deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions, etc.), responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements. To engage with clients efficiently to respond to and resolve their queries effectively and according to service level agreements

• Matric.
• Business related qualification (advantage)

• 2 - 3 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
• Exposure to the Financial industry.
• Experience handling client queries, complaints and escalations.
• Proficient in English and another official South African language.
• MS Office Suite.

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.