Job Description

Job description (Details of the position i.e. duties):Client Engagement:
xc3xa2xc2x97xc2x8f Act as the primary point of contact for escalated clients, maintaining open and effective communication.
xc3xa2xc2x97xc2x8f Understand client concerns and address them promptly, ensuring clients feel heard and valued.Project Management:
xc3xa2xc2x97xc2x8f Oversee the resolution of escalated issues from initiation to completion.
xc3xa2xc2x97xc2x8f Coordinate with various departments to ensure all necessary resources are allocated for resolving the clients issues.
xc3xa2xc2x97xc2x8f Delegate tasks to team members and ensure clear instructions and deadlines.Process Development:
xc3xa2xc2x97xc2x8f Develop and implement standard operating procedures (SOPs) for managing client escalations.
xc3xa2xc2x97xc2x8f Set up norms and best practices to streamline the escalation process and improve response times.
xc3xa2xc2x97xc2x8f Continuously review and refine processes to enhance efficiency and effectiveness.Collaboration:
xc3xa2xc2x97xc2x8f Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures.
xc3xa2xc2x97xc2x8f Collaborate with internal stakeholders to ensure a holistic approach to problem-solving.Customer Satisfaction:
xc3xa2xc2x97xc2x8f Monitor client satisfaction levels and work proactively to improve them.
xc3xa2xc2x97xc2x8f Gather feedback from clients to identify areas for improvement and ensure their concerns are addressed.
xc3xa2xc2x97xc2x8f Follow up with clients post-resolution to ensure they are satisfied with the outcome.Client Onboarding:
xc3xa2xc2x97xc2x8f Checks in on the onboarding process for new clients to ensure a smooth transition and setup.Customer Feedback Analysis:
xc3xa2xc2x97xc2x8f Collect and analyse feedback from clients to identify common issues and areas for improvement.
xc3xa2xc2x97xc2x8f Develop action plans based on feedback to enhance product features and service quality.Retention Strategies:
xc3xa2xc2x97xc2x8f Develop and implement strategies to improve client retention and reduce churn.
xc3xa2xc2x97xc2x8f Identify at-risk clients and proactively engage with them to address their concerns.Account Management:
xc3xa2xc2x97xc2x8f Maintain regular communication with key accounts to understand their evolving needs.
xc3xa2xc2x97xc2x8f Offer tailored solutions and upsell opportunities that align with client goals.Service Improvement:
xc3xa2xc2x97xc2x8f Collaborate with the product and development teams to address recurring issues and improve service delivery.
xc3xa2xc2x97xc2x8f Participate in product development discussions to ensure client needs are considered.Reporting and Documentation:
xc3xa2xc2x97xc2x8f Create detailed reports on escalation cases, resolution timelines, and outcomes.
xc3xa2xc2x97xc2x8f Document best practices and create knowledge base articles to support the broader team.Training and Development:
xc3xa2xc2x97xc2x8f Provide ongoing training and development for the Customer Services team on handling escalations and client interactions.
xc3xa2xc2x97xc2x8f Stay updated with industry trends and best practices to continuously improve client service processes.Client Advocacy:
xc3xa2xc2x97xc2x8f Act as an advocate for clients within the company, ensuring their needs and concerns are heard and addressed.
xc3xa2xc2x97xc2x8f Represent the client perspective in internal meetings and strategic planning sessions.Experience, Qualifications and skills:xc3xa2xc2x97xc2x8f Excellent verbal and written communication skills.
xc3xa2xc2x97xc2x8f Strong analytical and problem-solving abilities.
xc3xa2xc2x97xc2x8f Project management experience with the ability to manage multiple tasks simultaneously.
xc3xa2xc2x97xc2x8f Strong organisational skills and attention to detail.
xc3xa2xc2x97xc2x8f Proven experience in a customer-facing role.
xc3xa2xc2x97xc2x8f Ability to remain calm and professional under pressure.
xc3xa2xc2x97xc2x8f Strong interpersonal skills and the ability to work well with cross-functional teams.
xc3xa2xc2x97xc2x8f Ability to influence and motivate others.
xc3xa2xc2x97xc2x8f Familiarity with the companys products and services.
xc3xa2xc2x97xc2x8f Ability to quickly learn and understand new systems and technologies.Experience:
xc3xa2xc2x97xc2x8f Previous experience in customer service, account management, or a related field.
xc3xa2xc2x97xc2x8f Experience in handling escalated customer issues and managing client relationships.
xc3xa2xc2x97xc2x8f Experience in developing and implementing processes and SOPs.Education:
xc3xa2xc2x97xc2x8f A bachelors degree in Business Administration, Management, or a related field - advantageous

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