Specialist: Customer Liaison Mgmt at Liberty Group South Africa

Purpose

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

2 - 3 years experience in a similar environment

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Update database/s with findings and other relevant information to enhance identification of trends and analysis.
• Apply relevant research methodologies, tools and techniques to effectively and purposefully gather information.
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.

Customer

• Provide sound consulting services and recommendations based on customer needs, current information and trends.
• Provide support to ensure the effective resolution of customer queries in order to promote customer satisfaction and retention.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.

• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Customer Understanding (Intermediate)
• Query resolution (Intermediate)
• Building Customer Loyalty (Intermediate)
• Research and Information Gathering (Basic)
• Reporting and Interpretation (Basic)
• Customer Advice (Technical) (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Professional/Technical learning (Basic)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Basic)