This role entails providing dedicated, expedited services to priority clients, ensuring their needs are met promptly and effectively. Operating across various client communication channels and prioritise queries, resolve issues and coordinate with internal teams to provide exceptional client experiences. Maintain and strengthening long-term priority relationships and promote loyalty to the organisation.
Are You Someone Who Can:
Service and the primary point of contact for Priority Clients, delivering personalised and expedited service through various client communication channels.
Prioritise incoming inquires and requests from Priority Clients, ensuring swift resolution and timely responses.
Anticipate client needs and proactively address potential issues or concerns.
Proactively identify opportunities to cross-sell or upsell based on client needs and preferences.
Liaise with internal stakeholders, including product specialists and relationship managers to expedite solutions and ensure seamless client experiences.
Advocate for Priority Clients within the organisation, escalating issues and advocating for solutions that align with client expectations and company policies.
Monitor SLAs and performance metrics to track response times and service quality, identifying opportunities for improvement
Conduct regular check-ins with Priority Clients to gather feedback, address concerns and identify opportunities to enhance the client experience.
Collaborate with cross-functional teams to streamline processes, eliminate bottlenecks, and optimise efficiency in serving priority clients.
Stay informed about industry trends, market developments to anticipate client needs and recommend relevant solutions.
Handle escalations from other client service representatives, providing guidance and support to ensure timely resolution and client satisfaction.
Document client interactions, inquiries, and resolutions accurately in the relevant system, maintaining comprehensive records for future reference and analysis.
Participate in training and development programmes to enhance product knowledge, communication skills and service delivery capabilities.
You Will Be An Ideal Candidate If You have:
a Bachelor of Commerce in Business Administration
4 to 5 years' experience in Client Services Support and Delivery