Client Support Team Leader - Johannesburg, South Africa - FirstRand

FirstRand

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests

experience and qualifications:

Grade 12 or relevant tertiary qualification
3 to 4 Years related experience

additional requirements:

responsibilities:

Achieve revenue targets by either growing a portfolio of existing clients (optimising revenue opportunities) or by acquiring new clients
Manage costs / expenses within approved budget to achieve cost efficiencies
Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
Cultivate and manage objective working relationships with a variety of stakeholders, including endusers, SME's, project managers and senior staff members
Achieve Retention by managing the service breakdown activities as listed in the Service Operations Plan
Resolve all customer queries efficiently, and within agreed timelines.
Maximise cross sell opportunities and strengthen client relationships
Prepare business communication that is of a professional standard
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
Comply with governance in terms of legislative and audit requirements
Track, control and influence service activities with the specific aim to increase service efficiencies
Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
Manage own development to increase own competencies
Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
Plan and prioritise resource deployment within the team to maximise operational performance