Client Relationship Officer at Meristem Securities Limited

Job Summary

• Ensure delivery of the highest standards of customer service and maintain these standards by continuous evaluation of agents and resolution processes.

Job Details

• Maintain detailed records of client interactions, including inquiries, complaints, and actions taken
• Acknowledging and resolving customer complaints
• Track and follow through on transactions, enquiries and complaints.
• Provide accurate and relevant information about the firm’s investment products and services.
• Draft, proofread, and send client communications, ensuring clarity, professionalism, and adherence to company guidelines
• Resolve client issues effectively and escalate complex problems to the appropriate department.
• Maintain a high level of customer service and client satisfaction.

Key Performance Metrics:

• Net Promoter Score (NPS): This measures the likelihood of customers to recommend Meristem to other potential customers. 
• Customer Effort Score (CES): This metric assesses how easy it is for customers to interact with the CX team. It evaluates how much effort consumers must take to resolve issues.
• Customer Satisfaction Score (CSAT): This metric directly measures customer satisfaction with specific interactions, transactions, or experiences. It's often measured through post-interaction surveys.
• First Contact Resolution (FCR) Rate: This metric measures the percentage of customer issues or inquiries that are resolved during the first interaction with customer experience teams. A high FCR rate indicates efficient and effective customer service.
• Average Response Time: This measures the average time it takes for our CX team to respond to customer inquiries, requests, or issues. A shorter response time is often associated with higher customer satisfaction.
• Customer Feedback and Resolution Rates: Track the volume of customer feedback received, as well as the rate of resolution for customer issues and complaints. This helps gauge the effectiveness of your customer support and service processes

Requirements

• 0-2 years work experience in a customer service role 
• Bachelor's Degree
• Proficiency in Microsoft Office Suite
• Speed of execution of client’s requests & transactions- 30 minutes response time for all mails.
• Ability to stay updated with the latest information about the firm’s products, services, and policies via active participation in trainings/KSS’ to continuously improve knowledge and skills.
• The role calls for a person who displays patience, a friendly approach and enjoys working in structured situations, where hard work and consistent performance are important. Communication and the ability to persuade others in a thorough and factual manner are integral to this function.
• The incumbent should have the persistence to see a job through to its conclusion and work within specific guidelines whilst adhering to rules and procedures.