Senior Client Services Operations Administrator
We are seeking an experienced Customer Service Professional for a 12-month contract. The successful candidate will be responsible for ensuring the timely and efficient day-to-day processing of activities across various product lines.
Responsibilities
1. Responding to client requests in a timely and professional manner.
2. Triage emails and assign them to the correct team while ensuring your own tasks are processed within the agreed SLA.
3. Meet personal and client service team targets for call handling SLA through proactive and reactive contact with customers, advisers, and relevant parties via telephone, letter, or email to ensure efficient and accurate processing of work.
4. Work closely with other departments to help them better understand clients' needs while ensuring adherence to policies and procedures across various products and business lines.
5. Embrace a risk-aware mindset by promptly identifying and reporting issues to management, fostering continuous improvement and innovative thinking, bringing ideas and improvements to the table, maintaining a can-do attitude, and identifying opportunities to enhance the customer experience.
6. Use initiative for problem solving and identification of improvement measures.
7. Support the roll out of strategic projects and initiatives as required.
Key Requirements:
8. A minimum of 2 years of relevant experience and strong customer service expertise in the financial sector.
9. Excellent written and oral English skills, with the ability to confidently communicate with colleagues and clients at all levels of an organization; proficiency in a second language is a bonus.
Skills:
10. Goal setting and planning
11. Organisational and problem-solving skills
12. Collaboration and teamwork
13. Managing and facilitating change
14. Focus on customers and their needs
15. Delivering the best possible customer experience
What We Offer:
Our ideal candidate will have a proven track record of providing exceptional customer service in a fast-paced environment. If you are a motivated and results-driven individual who is passionate about delivering excellent customer experiences, please submit your application.