Customer Service Officer (Client Operations)

Somerset West, Cape Town
Permanent
Full-time

23 hours ago

As the Customer Service Officer your role is critical in delivering a client focused operational service to our clients, distribution partners and service providers. You will have responsibility for operational tasks and supporting the team members with ad hoc service support requests from your colleagues. As a Customer Service Officer you will also exercise quality control over tasks and process to ensure adherence.Key Duties and Responsibilities include:

Deliver on Service standards as per established Service Model for the function
Ensure adherence processes and address/raise issues that need attention
Work proactively with other business functions and stakeholders
Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes
Undertake and participate in relevant management of departmental meetings
Periodically review work being undertaken to check for adherence to policy and procedures, check quality of work
Ensure complaints, errors and omissions are dealt with as per company policy
Daily monitoring of progress of assigned cases
Dealing with assigned outstanding cases and follow up
Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function
To assist and undertake case work as required in the function
Contribute to staff training programmes
You will take part and actively contribute to the weekly Team Meetings
Please be advised that the Team Leader will be responsible for allocating workloads, with the support from the Senior Officer
From time to time you may be required to perform other reasonable tasks within the scope of your role to support the business.

Requirements Include:

Experience within the Financial Services Industry
Keen interest in Trust or have strong transferrable skills
A relevant professional qualification or a willingness to study towards one

Competencies include:

Strong organisational and administrative skills
Ability to work as part of a team and positively influence and contribute to the team
Good communication skills over the phone, in person and comfortable using video technology to engage with clients and colleagues
Ability to work with confidential and sensitive data
Good time management
Ability to work under pressure and multi-task
Experience of working in and maintain good client relationships and delivering good service
High level of commitment and positive attitude
Exercise the highest ethical and safety standards when conducting your work, particularly where other people are involved
Be energetic in your approach to performing a service to the Company
Be attentive to detail and work methodically and accurately
Exercise the utmost good faith towards the Company both in carrying out your duties and in all of your dealings with the Company and its clients and/or its suppliers
Possess excellent communication skills
Present yourself professionally to fellow employees and clients of the Company
Use your initiative
Be able to work independently as well as part of a team.
A willing and flexible attitude to working hours to support team and business needs, as required

Key Performance Indicators:

Service delivery on operational tasks measured by meeting agreed service standards and any relevant feedback (may include satisfaction surveys) from clients/IFAs/Company team.

Careers24

Apply Now