Specialist: Service and Advisor Support at Liberty Group South Africa

Purpose

This role is accountable for ensuring client value by leveraging our research support portfolio to maintain renewal revenue and maximize customer retention across all of our clients.

Minimum Experience

• 2 - 3 years experience in a similar environment

Minimum Qualifications

Higher Certificates and Advanced National (Vocational) Certificates [Level TBA: Pre-2009 was L4] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
• Contribute to the provision of a comprehensive administrative service through the correct interpretation and application of procedures.
• Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• 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.
• Build and maintain contact with customers to promote organisational products and services.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Ensures appropriate error handling and data cleanup' process. Maintains and manages data quality processes in business unit. Enforces coding standards and centralises data to reduce duplication.
• 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 (Basic)
• Service Delivery (Basic)
• Query resolution (Basic)
• Customer Liaison (Basic)
• Customer Advice (Technical) (Basic)
• Business Administration Skills (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• 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)