Client Experience Administrator (Graduate) at 10X Investments

Description

• Client Interaction and Experience Management:
• Professionally handle client interactions through multiple channels, ensuring prompt and thorough issue resolution.
• Gather and educate clients to promote first-call resolution.
• Manage complaints, provide solutions, and follow up to ensure resolution within agreed times.
• Maintain broad product knowledge to accurately respond to queries.
• Service client calls, webchats, and emails according to quality assurance standards.
• Process and Administration Management:
• Provide quality service in areas such as account inquiries, payments, claims, and insurance.
• Balance company policies with client satisfaction in decision-making.
• Identify and drive process improvements to enhance client experience.
• Use IT systems effectively to provide accurate responses and documentation.
• Update summaries of actions taken while assisting clients.
• Continuous Improvement and Quality Assurance:
• Use the Quality Assurance scorecard as a guideline for client interactions.
• Take ownership of inquiries and contribute to improving first-call resolution.
• Comply with productivity measures and 10X objectives.
• Teamwork:
• Support colleagues and work effectively as a team member.
• Participate in skills transfer and knowledge building.
• Follow and execute organisational policies and procedures.

Qualifications:

• Diploma/Bachelor’s degree (all disciplines welcome)

Experience:

• This is a graduate position; no prior experience is required.
• The role is designed to upskill graduates in their first year.

Skills:

• Everest, HubSpot, and Zendesk knowledge are advantageous.
• Proficiency in MS Office (Excel in particular).
• Strong communication skills.
• Team player with the ability to work independently.
• Detail-oriented with strong analytical and problem-solving skills.
• Excellent time management, service-oriented, and self-directed.
• High level of integrity and work ethic.

Skills Required

• MS Excel
• Attention to Detail
• Problem Solving and Analytical Thinking
• Communication
• Customer Support