Specialist: Sales & Service Support - Cape Town - Fluent In Afrikaans at Liberty Group South Africa

Purpose

• To provide specialist advice and support relating to client services, through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

• 3 - 5 years experience in a similar environment

Minimum Qualifications

• Higher Diplomas [NQF Level 06] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Plan, organise and complete own tasks in a manner that meets performance objectives.
• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Proactively identify problems and apply known solutions in line with procedural guidelines and escalate unresolved issues.
• Demonstrate a complete understanding of pricing and proposal models to enhance customer growth, retention, satisfaction.
• Provides support to Advisors that enables them to assist clients to choose the best product(s) available for their needs and explain the various solutions company offers for their business issues.
• Report on transactional activities within set guidelines to provide timely information for decision making in area of accountability.
• Deliver on agreed performance objectives according to set procedures and service level agreement.
• Plan and organise own tasks to make sure that performance objectives are met.
• 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

• Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Resolve client queries and escalate problematic queries to ensure prompt and effective resolution, enhancing the client experience.
• Build and maintain contact with advisers and other stakeholders to promote organisational products and services.
• 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

• 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.