Client Experience Supervisor at Protege Professionals

Job Field: Sales (Asset Creation)

Job Overview

• The Client Experience Supervisor will be saddled with the responsibility of building relationship with new prospects as well as maintaining existing customer relationship.
• The Client Experience Supervisor will also be responsible for treating and providing correct and adequate information to the clients in responding to their requests, enquiries and complaints as they relate to their equipment and funds managed by the organisation.

Responsibilities

• Participate in various company-wide efforts, including but not limited to call listening and complaint analysis representing the voice of the customer" (VOC).
• Provide analysis of trends and themes to understand why customers are satisfied/dissatisfied in order to recognise opportunities to improve the customer experience.
• Define measurable customer experience standards and influence procedural changes to improve the end to end customer experience
• Collaborate with internal and external clients to improve clarity of verbal communication with customers while ensuring agent interactions are positive and provide consistent messaging.
• Monitor and analyse service level reporting to identify trends in customer experience. This will include, but not be limited to, customer satisfaction information from online social media, call center surveys, and complaint tracking.
• Provide accurate periodic reporting (verbal and written) to management regarding customer experience trends, opportunities for improvement, and initiative updates.
• Conduct industry research and analysis regarding best in class customer experience and recommend operational process changes to provide a better customer experience. Prepare online complaint responses as appropriate; recommend changes to online profiles and /or operational processes to improve the customer experience.
• Other duties or tasks as assigned by management.

Requirements

• Minimum of 7 years’ solid experience in sales, preferably in the Financial services industry.
• B.Sc in any discipline.
• Excellent customer relationship management experience.
• Excellent Data management skills.
• Professional Sales training is an advantage.

Competencies:

• A responsible attitude.
• Ability to make decisions under pressure.
• Calm and patient.
• Ability to lead and motivate others.
• Time management.
• Accuracy at record keeping.
• IT skills.
• Ability to prioritise your own work and other people’s.
• Compensation
• An attractive package comprising a fixed and performance productivity pay.