Client Support Specialist at Silica

Introduction:

This role is an ‘internal’ voice of the client, understanding complexity in client escalations. This role brings together the right skills to resolve these complex issues and provides workable solutions which align to client expectation. The SME documents solutions and creates action plans and monitors outcomes for success.

A problem solver with the ability to decipher complexity and create clarity and purpose, the SME works outside of set boundaries to ensure teams are equipped to provide excellent client experiences and collaboration across teams is optimally focused.

Purpose of the role:

Work in isolation as well as across teams to create common understanding of complex problems, find solutions and plans that deliver outcomes for Silica and client. This is achieved though:

• Engage with teams and partners on queries and logs
• Collaborate to understand and document complex problems
• Identify solutions and agree resolution paths
• Manage resolution until complete
• Perform daily, weekly and monthly trends analysis
• Identify opportunities to continuously enhance solutions
• Provide robust and continuous communication to clients and internal stakeholders
• Implements controls to improve client experience and time to resolve
• Brings teams together for the good of the client

Requirements of the role:

• 2 to 4 years’ experience in a service-orientated environment
• Experience in the financial services industry is advantageous
• Advanced knowledge of MS Office Suite, Power BI
• Consistent track record of professional client experience in a dynamic industry
• Strong communication (verbal, written) and presentation skills
• Strong problem solving, analytical and trending skills to deliver solutions benefiting client and organization
• Take responsibility for achieving objectives with a strong focus on the client experience
• Displays an understanding of client satisfaction best practices
• Displays a team approach through collaboration and support
• Builds and maintains productive relationships within the organization and with clients
• Curious and innovative in driving continuous improvement
• Quality orientated with a 100% accuracy rate within a very robust turnaround time
• Agility and adaptability in a high-pressured, complex environment with tact and diplomacy
• Manage time effectively i.e. engaging internal and partner teams to ensure outcomes
• Engaging with development teams on new products and solutions to existing issues
• Establish relationships and credibility with key client decision makers

Outcomes of the role:

• Collaborating with and leading teams without reporting lines to productively identify solutions to complex issues
• Ever improving service delivery – both cycle times and quality of interactions
• Solution driven approach to reducing number of queries coming into Silica
• Implementing solutions that increase productivity, service delivery and overall client experience
• Building and maintaining a collaborative partnership with all other divisions within Silica
• Constantly reflecting the culture of Silica
• Contributes to achieving Silica objectives through teams
• Plans and drives collaborative approach to achieving objectives
• Creates and maintains good client service relationships with clients
• Introduces and provides ongoing management information
• Facilitates outcomes
• Works with and able to decipher complexity

Silica is an equal opportunity employer and this position will be filled in accordance with our current Employment Equity practices.