Client Service Specialist

Job Title

To provide high quality service to clients to retain and enhance the client experience, responding to queries sent via the relevant communications / messaging channels

Deliver service that exceeds customer expectations through proactive, innovative, and appropriate solution selection and application

Provide customers with relevant information to keep them informed of products and service options

Attend to client requests, incidents, and queries, acting speedily to reach resolution within the stipulated SLA, and capturing query details accurately for future reference

Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base

Remain cognisant of other relevant benchmarking metrics to meet or exceed client expectations through service delivery

Collate and produce relevant information in a timely manner for review

Analyse Management Information to identify trends within clients, and to inform possible improvements

Provide required reporting to clients on a regular basis and on ad hoc occasions

Implement findings from client satisfaction surveys to better manage client needs

Adhere to and assist with the development of client retention policies

Participate in a service culture, building rewarding relationships, proposing innovations, and allowing others to provide exceptional client service

Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve win-win outcomes

Proactively identify opportunities to cross-sell or upsell based on client needs and preferences

Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders' requirements are delivered

Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts

Anticipates consequences and adapts problem solving based on continual feedback

Implement, monitor, and control business processes according to quality standards, policy, and compliance and governance requirements in area of accountability

Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map

Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy

Liaise with internal stakeholders, including product specialists and relationship managers to expedite solutions and ensure seamless client experiences

Participate in training and development programmes to enhance product knowledge, communication skills and service delivery capabilities

Qualification

Relevant Degree

Experience & Skills

3 - 5 years experience in a similar environment, of which 1 - 2 years ideally at a junior specialist level