Specialist: Sales Support at Liberty Group South Africa

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, apply known solutions in line with procedural guidelines and escalate unresolved problems.
• Demonstrate a complete understanding of pricing and proposal models to enhance customer growth, retention, satisfaction.
• 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 expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Resolve client queries and escalate problematic queries to the correct level 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.

Communication skills (Fundamental) (Intermediate)

• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Basic)
• Reporting and Interpretation (Basic)
• Functional Policies and Procedures (Intermediate)
• Product and/or Service Knowledge (Intermediate)
• Customer Advice (Technical) (Basic)
• Business Administration Skills (Basic)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

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