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Key Account Support Team Leader

Key Account Support Team Leader

Job Title: Key Account Support Team Leader
Contract Type: Permanent
Location: Gauteng
Industry:
Reference: JN -032019-15547
Contact Name: Tiana Mouton
Contact Email: tiana@peoplesolved.com
Job Published: March 20, 2019 09:06

Job Description

The incumbent will be responsible coordinating the functions within the Key Account Support Team to provide excellent first and second line support to external clients adhering to prescribed SLA turnaround times.
 
 

The incumbent will also be performing daily Key Account Support duties such as logging of calls, resolving Client enquiries and provide feedback to Client, providing reports to Clients, perform or assist with investigations to identify problems and solutions.
 
 

Job Description

  • Continuously strives to improve efficiency and ensure conformance to standard procedures and practices within the team
  • Assigns team to various tasks, directs their activities and also assists in the development of standard operating procedures
  • Advises team members on policies and procedures, priorities and methods
  • Creation of a service excellence and professional culture in the team
  • Ensuring professional client interactions
  • Building of strong collaborations with external clients
  • Ensure the logging and resolution of client queries within prescribed SLA period
  • Management of escalated calls to ensure timeous resolution
  • Escalation of unresolved queries as per escalation procedures
  • Providing information to clients around processes
  • Adopt all Customer Service Initiatives in place to improve client service
  • Remain abreast of product and process developments
  • Identify process and product enhancements
  • Ensure new client and or process handovers are done as per agreement
  • Recommendation to improve service and processes
  • Conformance to standard procedures and practices
  • Consults with personnel of other business areas
  • Ensuring professional client interactions
  • Building of strong collaborations with external and internal clients
  • Building strong relationships with the partners
  • Manage daily routine tasks e.g. running daily queries, checking exception reports and SMS alerts
  • Drive innovation in the team

 

Qualification

  • Grade 12; relevant diploma
  • B.degree advantageous

 

Experience

  • 5+ years’ relevant experience
  • Supervisory experience advantageous

 

Competencies

  • Verbal communication: Ability to communicate at all levels, excellent articulation
  • Written communication: professional and accuracy
  • Excellent administration and organisational skills
  • Sound client interaction skills
  • Competent in Excel and Word
  • Experience in financial systems
  • Banking system experience

 
 

Key Deliverables 

  • Performance against service level agreements
  • No breakdowns in procedures
  • Client satisfaction surveys

 

Personal Attributes 

  • Problem solving abilities                                
  • Ability to work under pressure     
  • Passion for client service                              
  • People orientated and team player        
  • Positive, can do attitude                                
  • Planning and Organising                      
  • Self-starter                                                   
  • Effective time management skills   

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