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  • Client Experience Specialist - Johannesburg - Boardroom Appointments

    Boardroom Appointments
    Boardroom Appointments Johannesburg

    2 weeks ago

    Boardroom Appointments background
    Description

    Key Responsibilities

    As a Client Experience Specialist, you will be responsible for developing and leading customer experience frameworks to ensure the delivery of high-quality service to all customers and achieving business targets.

    Duties and Responsibilities:

    • Identify potential risks that may lead to increased costs and escalate them when necessary.
    • Manage costs within approved limits to achieve cost efficiencies and deliver against operational and cost targets.
    • Prioritize resource allocation to minimize waste and reduce unnecessary expenses.
    • Build relationships with customers, colleagues, and other stakeholders to manage expectations, share knowledge, and create buy-in.
    • Engage in cross-functional relationships to obtain and provide work support and resolve customer dissatisfaction or complaints by taking ownership of the problem.
    • Analyse customer feedback to improve customer service and ensure that delivery is accurate, timely, and of an acceptable standard.
    • Provide technically accurate product or service knowledge and advice to customers.
    • Understand and meet customer needs to deliver a quality service and propose 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, including assigning tasks, monitoring support channels, and acting as a mentor and escalation point for frontline staff.
    • Lead the process in working to address and resolve client issues through direct action or collaboration with other relevant parties.
    • Lead CX meetings and strategy sessions, with input from senior leaders.
    • Track, analyse, and report key client experience metrics and assist with the creation, implementation, and training of client experience best practices.
    • Identify effective activities to address personal development gaps and create a personal development plan.

    Qualifications and Experience:

    • Relevant Diploma (minimum) or Degree (preferred).
    • 5-7 years' experience in a similar position and 5 years in the financial services industry.

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