Client Services Agent at Telesure Investment Holdings (TIH)

Job Purpose

• Responsible for leading and guiding a team of support representatives to ensure the delivery of exceptional customer service. This role involves supervising and coaching team members, resolving escalated customer issues, and maintaining a high level of customer satisfaction. The Support Team Lead will collaborate with the Customer Support Manager to optimize team performance and contribute to the overall success of the customer support department.

Responsibilities

Operations Management

• Provide operational support by performing a range of route activities using existing systems and protocols.

Project Management

• Support others by carrying out a range of project management activities.

User Support

• Provide advice and assistance to users to resolve basic queries and ensure the applications capabilities are well understood by the business.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Adhere to organisations SLA's.

Customer Service

• Provide a quality service to customers. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• To monitor, report and manage the service level performance on an on-going basis to the service manager.
• Support users telephonically (Web Application Support). User contact and communication (telephonic and digital)

Technical Developments Recommendation

• Discuss and recommend technical developments to improve quality of the applications software.
• To conduct continuous service reviews to identify areas of improvement.

Insights and Reporting

• Extract simple/automatic data in various forms (graphs, charts, etc.) to include in reports. Create basic reports in SQL & basic data manipulation via SQL. (INSERT, UPDATE, and DELETE).

Organisational Capability Building

• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Solutions Analysis

• Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.

Work Scheduling and Allocation

• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential)

Experience

• 1 - 3 years service desk experience in a medium to large corporate (Essential).