Operations Consultant at PPS

Education:

• Matric
• A 3-year tertiary qualification (Degree/Btech) with relevance business orientation

Experience:

• 2+ working experience in call centre AND back office processing is a clear advantage
• Experience in the client service environment, advantageous

Key Accountabilities

• The consultant will provide intermediary services (administrative and marketing) across the client sets.
• Information needs to be provided in accordance with legislative requirements.
• The purpose is to provide an exceptional telephonic service and online navigation for our clients and deliver against our client service principles.
• Responsibilities may include proactive contact with the clients or potential clients (leads).
• The consultant will also help to build and manage the daily operations of the business – processes, systems and projects. This will include developing internal controls for the business, testing and administration of the various systems, and running the operations of the business smoothly to ensure that clients are serviced in the PPS way.

Respond to Customer needs

• Engage and respond to customer’s contacts professionally regardless of channel
• Take ownership of customer requests from receipt to conclusion
• Identify and escalate issues to supervisors
• Provide product and service information to all customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Route calls to appropriate people where required
• Document all request according to standard operating procedures
• Follow up customer calls where necessary
• Complete call logs and reports
• To take ownership of service level standards and ensure they are reached consistently
• In addition to their regular duties of answering customers basic questions, a Operations Consultant are responsible for handling complaints that are too complex to be handled by junior employees.

Assist Management and Support Team  

• Agree duties with team members in order to achieve operational targets including prioritization and work schedules
• Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
• To execute policies and procedures related to service delivery in Operations and between other areas
• Build and maintain relationships with relevant stakeholders

Keep Track of Customer Trends

• An Operations Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes
• Escalate systems failures to the appropriate support team in order for the team to stay productive
• Recognize, document, and alert the management team of trends in customer calls

Maintain Product Expertise

• In order to answer member/intermediary complaints and questions, an Operations Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.