DEPARTMENT:  MONITORING CENTRE

POSITION:  CLIENT LIAISON OFFICER

INCUMBENT: 

REPORTS TO:

LEAD, MONITORING CENTRE

SUBORDINATES:

MONITORING CENTRE ASSOCIATES

INTERNAL CLIENTS:

· Management

· Operations functions

· Residential Business

· Commercial Business

EXTERNAL CLIENTS:

· Clients

QUALIFICATION & EXPERIENCE:

· Matric

· PSIRA Registered

· Monitoring Centre experience

JOB REQUIREMENTS & OTHER ATTRIBUTES:

· Computer Literate (MS Office, intermediate Excel, PowerPoint)

· Listener experience essential

· Good communication in English

· Self-Motivated

· High level of integrity

· Strong organizational and planning skills

COMPETENCIES

(TECHNICAL & BEHAVIOURAL)

· Action oriented

· Customer focus

· Quality orientation and work standards

· Stress tolerance

· Tenacity

MAIN PURPOSE OF JOB:

The overall purpose of a client liaison officer is to ensure that a high-quality liaison is established with both internal and external clients in terms of queries encountered.

KEY PERFORMANCE

AREAS

DUTIES

PERFORMANCE STANDARDS

1. CLIENT LIAISON

· Telephonic assistance with any problems or complains and give detailed feedback

· Ensure complaints are handled professionally and timeously

3. ADMINISTRATION

· Composing and compiling reports (daily/weekly/monthly)

· Updating of client information i.e. Holiday instructions/ address and other changes

· Ensure reports are accurate and on time

· Ensure records are accurate and up to date

4. GENERAL

· Assisting the Monitoring Centre Managers and Area Managers with:

o Handling of classified information

o Dealing with complex and extreme complaints

o Compiling and printing of documentation

o Clients profiles and process reports

· To have knowledge about all facets pertaining to the company

· Tracking summary report

· Voice recording report

· Ensure complaints are handled professionally

· Ensure documents are compiled accurately

· Ensure profile reports are accurate

·  Ensure reports are done

· To provide visibility into user actions and system performance

· To provide unequivocal proof of what was or was not promised on a call

5. ADHOC

· Assisting with other ad-hoc tasks, analysis and projects as and when required

· Manage time efficiently

· Ensure that all ad hoc duties are completed within the specified time period