Job Vacancies at Kaelo

Job Description

• The job of a Customer Experience Consultant will be responsible to help identify business values and immerse them successfully into their CX strategies. Every action taken has the goal to improve the end-to-end customer journey.
• The main role of Customer Experience Consultants is to help business create outstanding experiences. Assist in improving conversion rates, foster loyalty, increase brand recognition, and much more.

KEY OUTCOMES

• Ensure the customer journeys are holistic, seamless, and relevant.
• Analyse & ideate, direct & develop and validate & document.
• Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
• Direct & develop ideate on and research initial ideas to better define, as well as build a strategy around the customer journeys and touchpoints.
• Validate & document Internal or external prototype customer experiences. Documents the customer journey and touchpoints to be either replicated or monitored.
• Analyse, improve and facilitate the creation of customer interactions with a brand or business.
• Customer journeys not only span different online and offline, but also different teams.
• Day-to-day tasks differ depending on the phase, but it involves a lot of collaboration.
• Discover, engage, deliver exceptional customer experience.

Qualifications
SPECIAL REQUIREMENTS

• Passionate about Customer services
• Respectful and patient
• Great communicator
• Effective Facilitator

PERSON DETAILS: WORK EXPERIENCE

• Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
• Medical Insurance and Gap product knowledge.

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

• Bachelor’s degree in a related field                                                                                                      
• two years of experience implementing strategies to ensure customers are fully satisfied.                                                                                               
• Experience developing customer journey content.                                                                                           
• Customer service experience and strong project management and time management skills                                                                                                           
• Excellent presentation and communication skills                                                

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strict adherence to company philosophy/mission statement/sales goals
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Strong project management skills with the ability to supervise multiple projects.
• Good interpersonal skills and communication with all levels of management
• Able to multitask, prioritize, and manage time efficiently.
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead.
• Excellent verbal and written communication skills
• Able to analyse problems and strategize for better solutions.      

Additional Information

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated

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Job Description

• To provide excellent new business delivery and quality through Kaelo service and sales standards. Identifying and improving the outcomes of new business activities. Increase and drive new business with a focus on quality and retention. Improving efficiencies and optimising new business acquisitions and drive increased revenue. Increasing the sales of our product offering through building relationships, superior client service and technical knowledge.

KEY OUTCOMES

• Manage strategic new business accounts and maintain relationships for the business. Build and maintain client portfolios
• Build long term relationships with new and existing clients
• Ensuring all administration relating to sales is completed effectively
• Provide sales solutions to meet clients’ needs
• Participate in proactive sales and marketing initiatives
• Drive value stream mapping to define as-Is analysis and the transition to Future State
• Application of knowledge; technical training and analysis to upskill prior to going to market
• Keeping up to date with competitor products and service offerings and industry developments
• Develop and enhance relationships between business units
• Working closely with other business areas and finding opportunities to cross sell
• Strategic prospecting skills and rapport building
• Negotiate and close sales

Qualifications
SPECIAL REQUIREMENTS

• Minimum of 3 years as a Business Consultant with a proven track record of meeting sales targets

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• Health industry knowledge
• Short Term Insurance knowledge
• Top performer in new business and sales team
• Proven ability to drive sales and generate new business
• Sales Campaign management
• Strategic management with focus on marketing enablers
• Continuous improvement and strategic experience
• Confident and experienced negotiator able to drive revenue

PREFERRED

• Based in JHB

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• FAIS
• Grade 12 matric
• NQF Level 5 Wealth Management or short-term insurance
• RE exams

PREFERRED

• Business Degree

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strong programme and Microsoft office management tool skills
• Knowledge of underwriting processes
• Understanding of financial planning
• Relevant industry experience and competitor knowledge
• Exceptional communication skills both verbal and written, problem solving and analytical skills

Additional Information

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated