Job Description

• Clients’ Queries and Complaints: Receive, review, assess and resolve these in accordance with policy requirements and our customer charter.
• Customer Engagement: Communicate with customers and other stakeholders to provide updates on queries and complaints statuses and any requirements needed from clients to resolve them.
• Regulatory Compliance: Ensure all queries and complaints resolutions adhere to internal policies, regulatory requirements, and industry best practices.
• Risk Management: Assess potential risks in queries and complaints processing, implement strategies to mitigate financial and reputational risks, and ensure early detection of fraudulent claims.
• Reporting: Prepare and maintain accurate records and reports for management review.
• Process Improvement: Identify trends in queries & complaints, recommend and implement improvements to proactively reduce these before they materialize.
• Any other duties assigned from time to time

Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities

Product/Service Information

Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing

Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a complex multilevel sales script, to clarify the customer’s requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization’s products/services.

Operational Compliance

Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies
Action Oriented
Communicates Effectively
Customer Focus
Decision Quality
Ensures Accountability
Interpersonal Savvy
Manages Ambiguity
Manages Complexity

Education
Bachelor Of Finance: Marketing

Closing Date
14 May 2026 , 23:59

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