Client Engagement Consultant

at  PPS Recruitment

FORMAL QUALIFICATIONS:

• Matric (Grade 12)
• A 3-year tertiary qualification (Degree/Bachelor of Technology) with relevant business orientation

EXPERIENCE AND KNOWLEDGE:

• 1-3 years’ customer service experience
• 1-2 years’ working experience in call centre and back-office processing is a clear advantage

INTERPERSONAL AND INTRAPERSONAL SKILLS:

• Able to thrive under constant pressure.
• Accuracy and attention to detail for all relevant work types.
• Ability to organise and prioritise.
• Team player.
• Risk conscious.
• To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles.
• Competent writing and communication skills.
• Proactive thinking.
• Emotional intelligence.
• Empathy.
• Sense of urgency.
• Client Centricity.
• Results Driven.
• Sales driven.
• Intellectually Curious.
• Optimistic Kindness.
• Work Ethic.
• Self-Awareness.

PURPOSE OF THE JOB:

A member of the primary contact team reporting to the Manger Member Services. This role will be responsible for providing 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, , giving the full-suite service and experience, in line with the dynamic hosting principles
Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.

KEY RESPONSIBILITIES:

• Engage and respond to customer’s contacts professionally regardless of channel.
• Take ownership of customer requests from receipt to conclusion.
• Be able to proactively anticipate customer’s needs holistically.
• Identify and escalate issues to supervisors.
• Provide product and service information to all customers.
• Be able to source information from various software systems (Pro-Fit, IAA, Service Manager, Single Sign On, and MIP).
• Research required information using available resources.
• Be equipped to sufficiently handle claims and underwriting related queries with training and the resources available.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls to appropriate people where required.
• Be able to handle escalations and irate customers in an efficient manner and log complaints in line with the PPS complaints handling process.
• 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.