1st Line- Client Services Consultant (Conveyancing) at e4 Strategic

Purpose:

Responsible for the timely and effective response to first line support queries through the receipt and logging of incidents and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required in line with agreed standards and protocols. Responsible for handling the bulk of administrative functions including logging of cases, answering calls, answering chats and gathering all information needed for the incoming query and all digital certificate matters.

Minimum Requirements:

• Grade 12 and/or LLB Graduates
• 1-2 years related call centre/ conveyancing experience;
• Basic technical IT understanding;
• Fluent in English and Afrikaans

Duties and Responsibilities:

• Answer and Log all calls taken in an accurate and detailed manner within CRM/other systems;
• Identify and clarify queries and only escalate to SME responsible if unable to solve effectively;
• Provide feedback and communicate to clients within a specified agreed period, as per agreed client or internal SLA’s;
• All calls are resolved within a reasonable time frame;
• Recognise, document and alert the team leader/ Call Centre Manager of trends in customer calls;
• Review all firm signups to ensure all the correct documentation is completed;
• Review all user signups to ensure all the correct documentation is completed;
• Responsible for all formal digital certificates to be issued, installed and assisting the client to log onto e4 (although we are close to fully automating on a self-serve basis, the renewal of certificates by existing users and plan to automate the new certificate process in due course);
• Ensure a professional and friendly phone manner is maintained at all times;
• Provide customers with product and service information;
• Keep abreast of e4’s products or services and ongoing projects (re enhancements).