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

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:
Qualifications and Experience:
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Client Experience Manager
Reunert Limited- Johannesburg
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Workplace Experience manager
BOLT- Johannesburg
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Manager Customer Experience
Cliffe Dekker Hofmeyr Inc- Johannesburg
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Client Experience Specialist
PPS Recruitment- Johannesburg
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Customer Experience Specialists
Afrizan People Intelligence (PTY) LTD- Johannesburg
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Client Experience Manager Johannesburg
Reunert Limited- Johannesburg
-
Customer Experience Manager (JB4978)
Kontak Recruitment- Johannesburg
-
Customer Experience Manager (JB4978)
Kontak Recruitment- Johannesburg
-
Customer Experience Specialist Johannesburg
Afrizan People Intelligence (PTY) LTD- Johannesburg
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Financial Manager Logistics Experience Essential
Helen Wilson Recruitment- Johannesburg
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3 Days Left Customer Experience Manager (JB4978)
Kontak Recruitment- Johannesburg
-
Customer Experience Manager
Greys Personnel- Sandton
-
Wealth Management Specialist
Warwick Wealth- Johannesburg
-
Vulnerability Management Specialist
Deka Minas Pty Ltd- Johannesburg
-
Talent Management Specialist
Discovery- Johannesburg
-
Records Management Specialist
PMG Recruitment- Johannesburg
-
Managed Service Specialist
Recru-it- Johannesburg
-
Client Experience Specialist
The Recruitment Council- Sandton
-
Specialist Liability Underwriting Manager
Telesure Investment Holdings- Johannesburg
-
Senior Specialist, Brand Management
Standard Bank of South Africa Limited- Johannesburg
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Monitoring and Evaluation Specialist Manager
JET- Johannesburg