New Roles at Achievement Awards Group

This position is accountable for:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer queries 
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
• Following appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to the customer on actions taken to ensure appropriate magical levels of customer service
• Remaining current with product, system, process and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
• Checking customer details to ensure accuracy and relevance to the service interventions

Requirements

Knowledge, skills and attributes:

• Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills
• Attentive listener with a professional approach
• Good attention to detail and data accuracy
• Adaptable and flexible, adapts style to align to cultural differences
• Knowledge of standard rules, procedures, and operations within a contact centre environment
• Ability to solve basic problems which may be varied but similar
• Ability to fact find to gain a full understanding of an issue and consider most appropriate response
• Ability to work effectively in a team to support the achievement of objectives
• Demonstrates the ability and passion to learn

Experience and Education:

• Matric or NQF Level 4  
• Minimum one-year high pressured customer service environment
• Experience with the prompt resolution of complaints 

Job-related knowledge and skills:

• Knowledge of Microsoft Word, Outlook, and Excel
• Experience with Customer Management Interface & related applications
• Excellent communications skills and telephone etiquette  
• Good knowledge of contact centre procedures
• Ability to retain large amounts of information regarding the campaign and processes.

Competencies required (non-negotiable): 

Client engagement:

• Takes ownership to resolve queries promptly and capably.
• Shows empathy in understanding client needs
• Resolves query within the required process and turnaround times.
• Provides a positive client experience (magical)

Customer service support:

• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls, queries as appropriate.
• Logs incidents and service requests and maintains relevant records
• Communicates effectively with customers to provide relevant information about products and services.
• Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.
• Uses databases to retrieve and enter data following standard operating processes and procedures

Integrity

• Adheres to the good business practice (code of conduct)
• Embraces working procedures, company policies and regulations.
• Can be trusted to keep own commitments and supports others in keeping their commitments
• Considers the interest of the client, community and environment.
• Acts consistently in accordance with clear ethics and values.

Teamwork

• Understands the goals of the team and puts these ahead of self-interest.
• Expresses appreciation of the positive contribution of others.
• Open to give and receive constructive feedback to meet the team objectives
• Share knowledge in order to help the team achieve collective success.

Results orientation

• Accepts ownership of and responsibility for own work.
• Pursues organisational objectives with energy and persistence.
• Sets high personal standards for performance.
• Sets goals and works to meet established expectations; maintains performance levels

go to method of application »

This position will be accountable for: 

• Serve as the point of contact for all assigned client account management matters  
• Build and maintain strong and lasting working relationships with assigned clients to enhance client retention and drive new sales through referrals and references  
• Manage the successful implementation of accounts and programmes by cross-selling, up selling and growing the accounts to meet account delivery and financial goals 
• Manage a portfolio of assigned client accounts to achieve long-term success for both the client and the organization  
• Passionately advocate the client requirements, whilst keeping sight of the need to increase revenue and improve margins for the business  
• Approach the management of assigned accounts in a systematic way by identifying and defining the strategy to develop and grow the accounts profitably  
• Present solutions based on the careful analysis of the current state and an understanding of the desired state the client is looking to achieve  
• Champion change and improvements by driving change and influence future change/projects to support and achieve desired improvements  
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders   
• Develop new business with existing clients and/or identify areas of improvement to meet sales targets   
• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)   
• Prepare reports on account status  
• Manage all facets of the customer retention process 
• Respond to existing client’s requests, resolve their queries timely, and aspire to deliver positive customer experience  
• Meeting or exceeding all KPIs, by monitoring and managing client deliverables within budget and escalate deviations where applicable 
• Focus on process execution to define and improve processes to meet service level expectations (product, price, people, premise, process) 
• Coordinate the activities of cross-functional teams to ensure delivery of service levels against client expectations 
• Conduct bi-annual programme and service delivery reviews with the relevant client stakeholders 

Requirements

Knowledge, skills and attributes: 

• Previous Account Management experience advantageous
• Ability to co-ordinate various stakeholders in the client approval process (budget, concepts, modules) 
• Ability to manage change management, scope creep and clients’ expectations 
• Ability to communicate client expectations and create the environment for cross functional discussions 
• Knowledge of CRM software / platforms, e.g., Salesforce.com  
•  Understanding of sales performance metrics  
•  Knowledge of company products and services 
• Ability to clearly communicate goals to the client and create detailed strategic opportunity plans 
•  Familiarity with Microsoft Office suite, including frequent use of PowerPoint and Excel 
•  Ability to recognise opportunities for commercial differentiation in consultation with various stakeholders
•  Ability to identify opportunities within the framework of existing contracts 
•  Good communication and active listening skills  
•  Ability to build strong business relationship with clients to understand the business needs, business environment and challenges 
•  Good reporting, and the ability to interpret data  
•  Requires conceptual thinking including ability to devise and apply solutions in consultation with various stakeholders 

Education and training: 

• National Senior Certificate or NQF level 4 
•  Bachelor’s degree in Sales, Marketing, Business Administration, or related field 
•  Project Management certificate advantageous 

Experience: 

• At least 0-1 year’s previous experience in a corporate environment or a sales / marketing or marketing agency environment
• At least 0- 1year’s focused account management experience
• At least 1-2 years understanding the Administration landscape
• Selling experience across a wide range of products and services advantageous
• Client service level management advantageous
• Experience in the company products and understanding of industry best practices
• Own transport. This position requires travel to clients