Candidate Requirements

                    Key Task

Client Relationship Management:

•         Build a relationship with the key clients (individual clients as well as recognized collective agreements).

•         Maintain regular proactive engagement with identified clients through face-to-face meetings, phone calls and follow up sessions to strengthen the relationship.

•         Be the primary point of contact for key client contacts while ensuring timely and effective responses.

•         Monitor client satisfaction and address any concern proactively to support long term retention.

Monthly Trend Reporting:

•         Ensure the necessary data is extracted from the various data banks.

•         Compilation and approval of the information in the report by management.

•         Presentation of the trend report to key clients.

Issue resolution and escalation management:

•         Act as the primary point of contact for client issues, ensuring prompt response and resolution.

•         Investigate and resolve client concerns in collaboration with relevant internal teams.

•         Escalate complex or unresolved issues in line with established protocols.

•         Track and monitor issues through to resolution, providing regular client updates.

•         Maintain accurate records of issues and outcomes for reporting purposes.

•         Identify recurring issues and recommend improvements to prevent reoccurrence.

Conduct General Administrative Duties:

•         Work closely with the Employer support team to identify any potential issues or any client who may have an issue with the services delivered.

•         Conduct regular client check-ins and feedback sessions with the employer associations and the key client.

•         Track and manage the client queries and interactions with other internal departments to obtain critical information around potential service breakdowns.

•         Perform any other task entrusted by Management.

Essential Qualifications:

•         A relevant tertiary qualification in Communications or a related field.

•         Demonstrated training or proven competency in data analysis.

Essential Experience:

•         Minimum of 3–5 years’ experience in client liaison and stakeholder engagement.

•         Minimum of 3–5 years’ experience in customer relationship management.

Knowledge and Skills:

•         Advanced proficiency in Microsoft Excel.

•         Strong written and verbal communication skills.

•         Analytical thinking with strong reporting capabilities.

•         Effective problem-solving and conflict resolution skills.

•         Excellent presentation and facilitation skills.

•         Strong time management and organisational abilities.

•         High level of customer service orientation.

•         Active listening and interpersonal skills.

•         Computer literacy across relevant business systems.

•         Persuasion and influencing capabilities.

PLEASE NOTE: If you do not receive a reply from us within 2 weeks of applying, please consider your application unsuccessful.