Client Engagement Consultant

Client Engagement Consultant- job post
PPS Group

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Main duties and responsibilities:

Respond to customer needs through all omni-channel contact points
Engage and professionally responding to customer contact, regardless of the channel. Contact will be primarily inbound, however outbound campaigns are also an integral part of this job function
Take ownership of customer requests from receipt to conclusion
Identify and escalate issues to supervisors
Provide product and service information to all customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software

Route calls to appropriate people where required
Document all call information according to standard operating procedures
Follow up customer calls where necessary
Complete call logs and reports
Take ownership of service level standards and ensuring that they are reached consistently
In addition to their regular duties of answering customers basic questions, a Professional Front Office Agent are responsible for handling complaints that are too complex to be handled by junior employees
Assisting management and the Support Team:

Agree duties with team members in order to achieve operational targets, including prioritisation and work schedules
Responsible for enforcing PPS’s training and development programme; they may also be assigned a junior employee to mentor
Execute policies and procedures related to service delivery in Operations and between other areas
Build and maintain relationships with relevant stakeholders
Keeping track of customer trends:

Use available software to document each customer interaction to help streamline the customer service processes, observing trends to report back to the Product Development team
Identify process and procedure improvements and making recommendations to streamline and simplify processes
Escalate system failures to the appropriate support team in order for the team to stay productive
Recognise, document, and alert the management team of trends in customer calls
Maintaining Product Expertise:

Act as an expert in the products offered by PPS in order to answer customer complaints and questions. This requires taking initiative to master every feature and benefit of each product

Formal Qualifications:

Matric (Grade 12)
A 3-year tertiary qualification (Degree/BTech) with relevance business orientation

Experience and Knowledge:

3+ years’ customer service experience
2+ years’ working experience in call centre AND back-office processing is a clear advantage

Computer Literacy:

MS Office package, particularly Internet, Outlook, and Excel

Interpersonal and Intrapersonal Skills:

Relating to customers
Communicating in writing
Communicating orally
Quality orientated
Reliable
Customer focused
Resilient
Results-driven

Preference will be given to Employment Equity candidates.


PPS has in place a COVID-19 Vaccination Policy, which is applicable to all employees as a term and condition of employment. All appointments are subject to proof in the form of a vaccination certificate. The Company reserves the right to amend this term and condition of employment, as it deems necessary.


You acknowledge that any information supplied to PPS is provided voluntarily and therefore constitutes unconditional, specific, and voluntary consent to the processing of such information by PPS. Your personal information will be processed for facilitating your application for employment with PPS as well as any statutory or regulatory compliance with which PPS must comply (where applicable) and for the legitimate interests of PPS and yourself, both during the recruitment process and thereafter. You may instruct PPS by written notice to cease the processing of your personal information at any time and, subject to the requirements of applicable South African law, request that PPS delete and/or de-identify such personal information.

Job ID : , #2381, 2 views,

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