Customer Service Specialist at AfroCentric Group

About the job

• Deliver and enable excellence in all service moments to all stakeholders.
• Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.
• Committing to our service charter and strive to continuously make a positive difference.

Accountabilities

Client service delivery and quality:

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management:

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Financial Management:

• Contribute to cost savings within the department to assist with financial goals and targets

Operating Model:

• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

Operational Implementation of Strategy:

• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

Operational Leadership:

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management:

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
• Provide accurate and consistent information, meeting all quality standards and measures -Deliver excellence in customer satisfaction -Strive to identify areas of improvement and sharing of ideas with your team -Collaborate with all teams to enable peer to peer learning.
• Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.
•  Service all key stakeholders in the moment across all servicing channels as required until the service request has been resolved -Educate stakeholders on self-help digital servicing tools -Connect with customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically -Provide a seamless, progressive and holistic approach, understanding the customer’s needs -Resolve queries on first contact -Resolution of specialised and complex queries. 

Experience

• 3 - 5 years Health Care Operations Experience
• 2 – 3 years Call Centre Experience

Qualifications

• Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous