Engagement Specialist Mmh250424-6

Momentum Centurion, Gauteng, South Africa
Engagement Specialist MMH250424-6
Momentum Centurion, Gauteng, South Africa
Role Purpose
To provide omnichannel client support, seamlessly assisting clients across various digital and human touchpoints, including calls, emails, WhatsApp, webchat, and chatbots.
The role involves delivering personalized, digitized engagement, leveraging predictive data insights, and supporting the digital helpdesk strategy.
Requirements
Qualifications

Grade 12 (Matric)
Preferred: Degree or diploma in a relevant financial services field (completed or in progress)

Experience

2-3 years call centre experience
Preferred: 3-5 years experience

Duties and Responsibilities

Engage with clients through preferred channels, actively listening and clarifying needs to deliver solutions.
Collaborate with support staff and financial advisors to empower and assist clients and support teams.
Inform clients about process steps, solutions, and timeframes to manage expectations and reduce follow-ups.
Investigate client needs and provide timely, accurate solutions within agreed timeframes.
Establish trust through empathetic communication and commitment to resolving queries.
Deliver courteous, first-time resolution adhering to policies and engagement standards.
Handle complaints professionally, maintaining quality standards.
Promote digital self-service options to clients to enhance resolution efficiency.
Proactively resolve escalated issues with empathy.
Meet or exceed performance metrics through dependable engagement.
Build client confidence by providing prompt, consistent, and accurate responses.
Continuously improve skills related to process optimization and digital transformation.
Collaborate internally to ensure smooth service delivery.
Adhere to compliance and legislative requirements, maintaining confidentiality and ethical standards.
Contribute to digital transformation initiatives by suggesting improvements and reporting system issues.
Additional Information

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other

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