Client Experience Specialist/Manager, Johannesburg

About the job Client Experience Specialist/Manager

Key purpose: Develop and lead customer experience frameworks to ensure the delivery of high quality service to all customers and that business targets are met. Duties and responsibilities: Identify, control and escalate potential risks which may lead to increased costs Manage costs or expenses within approved budget to achieve cost efficienciesDeliver against operational and cost targets Prioritise resource allocation to minimise and reduce wastage Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in Engage in cross-functional relationships to obtain and to provide work supportResolve customer dissatisfaction/complaints by taking ownership of the problem Analyse customer feedback to help improve customer service Ensure that delivery is accurate, timeous and of an acceptable standard Ensure that product or service knowledge and advice is technically accurate Know and understand customer needs to deliver a quality servicePropose ideas to improve customer service Work as both an individual contributor and manager of people to drive forward client experience processes and initiatives Take ownership of daily client experience operations: assigning tasks, monitoring support channels to ensure exemplary and timely response, and acting as mentor and escalation point for frontlineLead the process in working to address and resolve client issues, either through direct personal action or by promoting quick and results-driven collaboration with other relevant parties Lead CX meetings and strategy sessions, with input from the COO and Head of Sales&Service Solutions. Track, analyze, and report key client experience metrics Assist with the creation, implementation, and training of client experience best practices Identify effective activities to address own development gaps Create own development plan and review plan with team leader or managerUnderstand which competencies and skills are required to be mastered to ensure personal development and performance Keep abreast of learning opportunities, changing products and trends Qualifications and experience: 5 to 7 years experience in a similar position and 5 years in financial services industry

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