Client Services Agent
Location: Concourse IT, South Africa
Job Type: Full-time
Status: Open – 20 days left (Exp. on Sun, 31 Mar 2025)
About the Role:
Join TIH, a leading provider of financial services in South Africa, as a Client Services Agent. In this role, you will be responsible for leading and guiding a team of support representatives, ensuring exceptional customer service delivery, and resolving escalated customer issues. You'll collaborate with the Customer Support Manager to optimize team performance and contribute to the department's success.
Key Responsibilities:
Operations Management:
- Perform a variety of operational tasks using existing systems and protocols.
Project Management:
- Support project management activities and help ensure smooth operations.
User Support:
- Provide advice and assistance to users to resolve basic queries and ensure they understand the application’s capabilities.
Operational Compliance:
- Develop an understanding of organizational policies and procedures to ensure compliance with industry standards.
- Obtain authorization for any deviations from mandatory procedures.
Customer Service:
- Deliver high-quality service to customers by addressing complex queries and resolving issues.
- Monitor and report on service level performance to the service manager.
- Support users via phone and digital platforms.
Technical Development Recommendations:
- Recommend technical improvements to enhance application software quality.
- Conduct continuous service reviews to identify areas for improvement.
Insights and Reporting:
- Extract and analyze data to create reports using SQL, including basic data manipulation.
Organizational Capability Building:
- Provide instruction and informal advice to less experienced colleagues.
Performance Management:
- Prioritize own workflow to meet standards of productivity, quality, and timeliness.
- Use performance management systems to improve personal performance.
Personal Capability Building:
- Develop own capabilities through continuous education, conferences, and industry best practices.
Solutions Analysis:
- Interpret data and identify solutions, navigating a variety of processes and procedures.
Work Scheduling and Allocation:
- Design own monthly schedule and assign tasks to others when necessary.
Administration:
- Produce and update MS documents, databases, and other systems to support senior colleagues.
Requirements:
Education:
- Essential: Grade 12 / SAQA Accredited Equivalent
Experience:
- Essential: 1-3 years of service desk experience in a medium to large corporate environment
How to Apply:
Submit your application before the closing date.
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