Customer Services Officer - Fixed Term Contract at Liberty Group South Africa

Purpose

• To deliver customer support services and administrative tasks such as processing claims, funds allocations, pension fund & retirements understanding, payments processing and to also enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

• 1 - 2 years experience in a similar environment

Minimum Qualifications

• Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Type, edit and generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
• Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
• Sell gift cards according to standard operating procedures.
• Ensures that the customers are serviced according to the standard operating procedures.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Build and maintain contact with customers to promote organisational products and services.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Communication skills (Fundamental) (Intermediate)
• Customer Liaison (Basic)
• Internal office administration (Basic)
• Telephone and face to face sales (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)