Specialist: Sales Support at Liberty Group South Africa

Purpose

• To provide specialist advice and support relating to sales, applying set rules in alignment with related scheme and policy conditions, through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

• 3 - 5 years experience in a similar environment

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Adhere to identified best practices in providing advice and support from a specialist perspective.
• Oversee the onboarding and assist customers throughout their lifecycle, helping them unlock the most value from the products and services.
• Ensure the management, tracking and reporting of cancellation, requirements management and history of movement for all customers.
• Effectively develop and distribute relevant reports according to relevant processes for areas of accountability.
• Provide a single point of entry for the management of all escalations in order to ensure a speedy resolution process is provided.
• Provide relevant managers with the weekly rejection reports for new business.
• Provide on-going system navigation training support at branch level where the need arises.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.

Customer

• Provide support to ensure the effective resolution of customer queries in order to promote customer satisfaction and retention.
• Inform and educate customers on products to ensure retention of existing customers; increase sales revenue and increase the org. customer base.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

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

• Continuous Process Improvement (Intermediate)
• Product Related System Application (Proficient)
• Sales life cycle management (Intermediate)
• Research and Information Gathering (Basic)
• Reporting and Interpretation (Basic)
• Functional Policies and Procedures (Intermediate)
• Customer Advice (Technical) (Basic)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

• Persuading and Influencing (Basic)
• Professional/Technical learning (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Communicating with Impact (Basic)
• Relationship Management and Networking (Basic)
• Customer Orientation (Basic)