2x Client Services Officer (2 years Fixed Term Contract)

OVERALL PURPOSE OF THE JOB To assist in the establishment and implementation of the client/customer service system, and implementation of the SACAA Customer process map Front Line Provide customer services as per the policies and procedures of the Client Relationship Management section. Track all customer queries in the approved CRM system until queries are closed. Professionally respond to requests from both external and internal customers. Evaluate customer satisfaction through approved tools and systems. Quality Control Record all queries and follow (comply with) all procedures which relate to client service, as per the ISO and other company and legal requirements. Take corrective action to rectify deficiencies within Client Services Customer Satisfaction Provide client services in a manner that enhances organisational image. Ensure that all customer queries are addressed as per agreed SLA’s and are logged on the approved CRM system. Identify areas for improvement to improve customer satisfaction (and perception). Implement the end-to-end customer process map. Supervision and Training of Entry level Client Services Officers Supervise and train entry level client services officers to enable them to perform all aspects required in terms of their key performance areas. Liaison and Coordination Liaison and networking with clients to identify any information and service requirements.