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  • Client Experience Specialist/Manager - Johannesburg - Boardroom Appointments

    Boardroom Appointments
    Boardroom Appointments Johannesburg

    2 weeks ago

    Boardroom Appointments background
    Description

    About the Client Experience Specialist/Manager Role

    Key Purpose:

    Develop and lead customer experience frameworks to ensure high-quality service delivery to all customers, meeting business targets.

    Duties and Responsibilities:

    1. Identify and escalate potential risks that may increase costs.
    2. Manage costs within approved budget to achieve cost efficiencies.
    3. Deliver against operational and cost targets.
    4. Prioritize resource allocation to minimize wastage.
    5. Build relationships for managing expectations, sharing knowledge, and creating buy-in.
    6. Engage in cross-functional relationships for work support.
    7. Resolve customer dissatisfaction/complaints by taking ownership of issues.
    8. Analyze customer feedback to improve customer service.
    9. Ensure accurate, timely, and quality delivery.
    10. Provide technically accurate product or service knowledge.
    11. Understand customer needs for delivering quality service.
    12. Propose ideas to improve customer service.
    13. Work as an individual contributor and manager to drive client experience processes and initiatives.
    14. Take ownership of daily client experience operations: assigning tasks, monitoring support channels, and acting as mentor and escalation point.
    15. Lead issue resolution through direct action or collaboration with relevant parties.
    16. Lead CX meetings and strategy sessions with input from COO and Head of Sales & Service Solutions.
    17. Track, analyze, and report key client experience metrics.
    18. Assist in creating, implementing, and training client experience best practices.
    19. Identify activities to address personal development gaps.
    20. Create a personal development plan and review it with the team leader or manager.
    21. Understand required competencies and skills for personal development and performance.
    22. Stay updated on learning opportunities, changing products, and trends.

    Qualifications and Experience:

    1. 5-7 years of experience in a similar role and 5 years in the financial services industry.

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