- Johannesburg
- Salary: Market Related
- Job Type: Permanent
- Sectors: Security Management
- Reference: 115877
Vacancy Details
Employer: Fidelity Services Group
DEPARTMENT: MONITORING CENTRE |
POSITION: CLIENT LIAISON OFFICER
|
INCUMBENT:
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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
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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
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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.
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KEY PERFORMANCE AREAS |
DUTIES |
PERFORMANCE STANDARDS
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1. CLIENT LIAISON
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· Telephonic assistance with any problems or complains and give detailed feedback
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· Ensure complaints are handled professionally and timeously
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3. ADMINISTRATION
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· Composing and compiling reports (daily/weekly/monthly)
· Updating of client information i.e. Holiday instructions/ address and other changes
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· Ensure reports are accurate and on time
· Ensure records are accurate and up to date
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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
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· 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
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5. ADHOC
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· Assisting with other ad-hoc tasks, analysis and projects as and when required
· Manage time efficiently
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· Ensure that all ad hoc duties are completed within the specified time period
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7 people have applied for this job. 50 people have viewed this job.
About Fidelity Services Group
Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation.
Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.
Through a bouquet of services and related products, the Group can tailor make a solution for any requirement. With the Group's exceptional leadership, the unwavering commitment of management and that of all its employees, the Group has enjoyed exceptional growth over the last five years.
The Group's Cash Solutions business continues to grow and has quickly become a serious competitor in the market, garnering a large number of high profile national contracts and bringing state of the art technology backed by Fidelity's hands-on approach to the market
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