Client Liaison Officer (Call Centre) at G4S

• Primary responsibility is to ensure effective communication and coordination between the company and its clients regarding the use and maintenance of cash management devices. You are responsible for understanding the specific needs and requirements of clients, providing technical support and troubleshooting assistance, and facilitating the resolution of any issues or concerns that may arise. Additionally, you may also be involved in providing training and guidance to clients and Call Centre Representatives on the proper usage and optimization of cash management devices. Overall, the client liaison officer plays a crucial role in ensuring client satisfaction and fostering strong relationships between the company and its clients in the cash management industry.
• We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage.

Main Responsibilities

Effective incident management and query Resolution

• Attend to all client queries timeously, professionally, and effectively within the agreed SLA (timelines)
• Provide solutions to clients when deviations from agreed processes/contracts are identified
• Communicate and resolve service failures.
• Identify preventative repetitive service failures

Monitoring

• Application Knowledge for Support
• All Vendors Service Level Management Adherence
• Device connectivity

Client Relationship Management

• Build and maintain efficient client relationships by providing timely feedback and in a professional manner
• Frequently engage with clients to maintain relationships
• Escalate route causes analyses to Management of all queries in order to improve on grey areas.

Administration

• Communicate status of all client queries daily to Management and all Vendors
• Conduct daily sessions with Management to determine service failures and provide feedback on specific instances of poor client service
• Log all queries and physical counts on the Incident management systems.
• Update reports timeously and close all queries on the report
• Engage with the Management and provide regular feedback concerning open/overdue report queries.
• Update Database
• Provide training for new Call Center Agents

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Qualification and Experience

• Grade 12 / Matric Equivalent
• A minimum of  2- 3 years experience in a customer service or similar role
• Excellent telephone etiquette and interpersonal skills

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)
• Strong verbal and written communication abilities
• Proven conflict resolution skills and emotional intelligence
• Solid business numeracy and a keen eye for detail
• Delivering great customer service