Client Engagement Consultant (Permanent) - Parktown, Johannesburg at PPS

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.

Minimum Requirements    
Formal Qualifications:

• Matric (Grade 12)
• A 3-year tertiary qualification (Degree/BTech) 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

Computer Literacy:

• MS Office package, particularly the Internet, Outlook, and Excel
• 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.

Duties and Responsibilities    
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.

Assist Management and Support Team  

• Agree duties with team members in order to achieve operational targets including prioritization and work schedules.
• Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
• To execute policies and procedures related to service delivery in Operations and between other areas.
• Build and maintain relationships with relevant stakeholders.

Keep Track of Customer Trends:

• A Client Engagement Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.
• Escalate systems failures to the appropriate support team in order for the team to stay productive.
• Recognize, document, and alert the management team of trends in customer calls

Maintain Product Expertise:

• In order to answer customer complaints and questions, a Client Engagement Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.

Cross-solutioning: Sales:

• Identify lucrative opportunities across the various channels (calls, emails and webchat) to cross-sell PPS Short-term insurance to existing members to increase revenue and Profit-Share.
• Be able to pitch our various product offerings (Investments, Professional Health indemnity, Fiduciary, Healthcare etc.), using the widget tool.