Purpose of role
To provide a professional and prompt service that is accurate and relevant to our customers’ needs and expectations through developing and managing relationships with a portfolio of customer accounts.
Decision Making
Without reference – Prioritising own work; building relationships with customers.
With reference – notification of credits applied to customer accounts; advising customers regarding alternate course of action; instigation of customer visits.
Responsibilities
To ensure the CS declaration is adhered to at all times
• To acknowledge receipt of all customer correspondence
• To work according to the companies Service Level Agreement
• To ensure frequent contact with customers
• To uphold quality of communication
• To maintain the companies housekeeping standards
To help develop and maintain customer loyalty
To provide the customer with appropriate information in a timely manner
To ensure that customers provide timely information to the office
To track ongoing issues in order to be able to report progress to customers
To be in a position to inform customers of the status of their outstanding issues
To welcome, acknowledge and strive to address customer complaints according to company policy
To alert line manager to customer dissatisfaction and recommend a solution to the problem
To gather information about customers that will enhance service delivery
To be available for customer visits and promotional events on an occasional basis
To attend sessions provided by the companies Training Curriculum and external training courses
To implement training and best practice as defined by the company
To initiate contact with ASM and RSM in respect of service delivery
To provide reports on all areas of activity as required
To be on the lookout for additional opportunities
To ensure compliance with the company’s health and safety policy
To assist with training tasks as required on an ad hoc basis
To maintain industry knowledge as determined
To comply with company policy in respect of PC settings, software etc.
To perform other (reasonable) duties as requested by management team
To be willing to work reasonable overtime to deal with workflow, subject to reasonable notice having been given