Client Engagement Consultant

Job Description

To provide a professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client. The role requires the successful incumbent to work in shifts that will be rotated amongst the team weekly.

• Bachelor's degree with a relevant business orientation

• 1-3 years Customer Service experience
• 1-2 working experience in call centre AND back office processing (preferred)
• Experience in a Sales environment

• Knowledge of customer experience techniques
• Ability to thrive under constant pressure
• Knowledge of Financial institutions (preferred)
• FAIS and FICA knowledge (preferred)
• Ability to act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles
• Accuracy and attention to detail for all relevant work types

• Ability to organise and prioritise
• Teamwork
• Effective communication
• Proactive thinking
• Client Focus
• Results Driven
• Highly self-motivated individual
• Relationship Building
• Business acumen

• Engage and respond to customer’s contacts professionally regardless of channel
• Take ownership of customer requests from receipt to conclusion
• Identify and elevate issues to supervisors
• Provide product and service information to all customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Route calls to appropriate people where required
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports