Client Services Representative Competitive - Somerset West
AfroCentric Group
A Client Services Representative is responsible for answering client calls, listening to their concerns, and solving problems. They handle both inbound and outbound phone conversations with clients as well as all electronic queries (Freshdesk Ticket, Website queries, Social Medical). Duties and Responsibilities: ▪ Answering of inbound calls. ▪ Respond to client's emails and calls and identify the client's needs. ▪ Know and understand the product in order to provide the caller with clear information and solutions. ▪ Accessing a situation – first call resolution. ▪ Adhering to all client services guidelines and procedures. ▪ Keep record of all conversations in a comprehensive way according to the standard operating procedures on the relevant systems. ▪ Response efficiently and accordingly to the stakeholders needs making the stakeholder feel valued and supported after the call. ▪ Accurately listen to the caller. Engage and actively listen to the stakeholder by confirming what they are presenting you with. ▪ Assessing a situation with an irate caller and ask for assistance from the Team Leader. ▪ Building lasting relationship with clients based on trust and reliability. ▪ Report possible fraudulent activities. ▪ Make recommendations about the product to address the client's needs. ▪ Assist with the fulfillment process (Membership Packs) when needed. ▪ Ensure workflow is loaded and managed within SLA timelines on relevant workflow system. ▪ Provide support to the back office (Freshdesk tickets) consultants when needed. ▪ Being a team player by working within a team. Knowledge and Skills: ▪ Knowledge of client service practices and principles ▪ Excellent professional written communication skills ▪ Computer literacy ▪ Client focus ▪ Problem solving skills. ▪ Attention to detail and completeness. ▪ Ability to work under pressure. ▪ Ability to multi-task, set priorities and manage time effectively. ▪ Commitment to service excellence ▪ Responsible and accountable ▪ Team Player Personal Attributes: ▪ Passionate about continually learning (from failures, from others, from successes) ▪ Radiating positive energy (pleasant, optimistic, understanding the effect this has on others) ▪ Action Oriented (willing to take practical action to deal with a problem or situation) ▪ Dedicated (wholly committed to the continuous improvement) ▪ Reliable and trustworthy Experience ▪ 2-3 years working experience as a Client Services Consultant ▪ Multilingual ▪ Medical aid or Health Insurance advantageous ▪ Clear criminal and credit record ▪ Excellent Communications skills verbal and written Qualifications ▪ Matric / Grade 12 certificate or equivalent ▪ Proficient in relevant computer applications ▪ Proven experience as a Client Service Representative ▪ Familiar with CRM systems and practices Competitive
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