Brokers Administrator at The Concept Group

Job Summary

• Managing, supporting and ensuring affiliates (i.e. brokers, Vendors, brand ambassadors, and other partners) satisfaction with regard to Concept Nova offerings.
• Analysis of brokers and affiliates’ feedback and reporting to the unit head to aid managerial and strategic decision making.
• Managing and monitoring engagement of the Affiliates/ Brokers and client at all times.

Duties & Responsibilities

• Client Relationship management.
• Managing, supporting and communicating Affiliates/Brokers’ and satisfaction levels with regards to Concept Nova Brokers Portal.
• Conversion of warm and cold leads to hot leads via optimal and effective relationship management.
• Acquisition of more clients via referral from warm and hot leads as a result of effective relationship management.
• Acquisition of Brokers through effective management of client, thereby creating more awareness and referring clients
• Engaging dissatisfied Brokers & clients adeptly to successfully retain them and secure future business and referrals.
• Cross selling other products and conversion of clients to brokers.
• Aggressive follow-up with pending leads/clients to get them acquainted with our solutions and get in optimal referrals from this channel.
• Content Creation for Prospective and existing clients on a weekly bases.
• Follow up with B2C leads until successful closure.
• Conversion of inactive brokers to active brokers.
• Handle brokers and affiliates’ enquires via phone calls, emails, live chats and social media channels.
• Resolve product and service problems by clarifying the brokers/client complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; accelerating correction or adjustment ; follow up to ensure resolution.
• Engage Brokers and clients at the beginning of their subscription; ensure successful take-up and management of all incidents throughout their subscription from which there might be a risk of dissatisfaction.
• Communicate detailed reports on Brokers and clients requests and feedback to aid strategic and management decisions.
• Sending status and summary report of the broker’s portal on a weekly basis.

Job Description

• % of successful referrals(Brokers and clients)
• Information given
• Turn-around time
• Email backlog
• Closed sales.
• Staff care
• Clients, Brokers & Affiliates Satisfactory level
• Incident Resolution
• Client’s satisfaction improvement.
• Broker’s satisfaction improvement.
• Average time (e.g. in hours) between the occurrence of an incident and its resolution
• Re-subscription from clients with previous incidents.

Key Performance Indicators

• Client Relationship Management
• Client referrals and continued business.
• Acquisition via optimal Client Relationship management.
• Brokers Retention via optimal management of clients referred.
• Leads generated from brokers and clients.

Qualifications / Requirements

• B.Sc in Marketing or any related field of study
• 2 - 5 years work experience.
• Previous experience working in similar role.

Skills / Competencies:

• Excellent communication skills
• Good negotiation / Sales skills
• Great Interpersonal and Relationship skills
• Core Competencies in the use of Microsoft tools