Agent, Service

The Service Agent role at Liberty, based in Johannesburg, calls for an individual dedicated to upholding exceptional service standards for all stakeholders. This position is integral to ensuring that all service requests are managed with utmost efficiency, adhering strictly to established turnaround times, organisational procedures, and ultimately, world-class benchmarks. A key focus will be on maintaining legislative compliance, fostering positive client experiences, and driving client satisfaction. Furthermore, the role demands a proactive approach to minimising organisational risk and preventing losses.

About the Role

As a Service Agent, your primary responsibility will be the meticulous handling of all inbound service requests. This involves accurately interpreting the needs of both internal and external clients and implementing appropriate solutions. You'll be expected to navigate a complex service environment, ensuring that every interaction contributes to a positive client journey and reinforces Liberty's commitment to service excellence. The role requires a strong understanding of operational procedures and a dedication to achieving customer satisfaction while safeguarding the organisation's interests.

The day-to-day functions of this role are centred around effective service delivery and problem resolution. Key responsibilities include:

• Efficiently processing and resolving all service requests raised by stakeholders.
• Ensuring all actions taken are compliant with relevant legislation and company policies.
• Maintaining detailed and accurate records of all interactions and resolutions.
• Proactively identifying and addressing potential risks and issues to prevent losses.
• Communicating effectively and professionally with clients and internal teams.
• Contributing to a culture of continuous improvement within the service department.
• Actively participating in training and development initiatives to enhance skills and knowledge.

What They're Looking For

To excel in this position, candidates will need a blend of strong interpersonal skills, a keen eye for detail, and a robust understanding of client service principles. The ideal candidate will demonstrate a commitment to upholding standards and a proactive approach to problem-solving.

**Essential Qualifications and Experience:**

• A Diploma in Business Commerce or a related field.
• A minimum of three to four years of experience in service management or operations.
• Proven experience in managing client relationships and resolving service issues, with a demonstrated ability to liaise effectively across various internal departments.
• Three to four years of experience in general client services or support, coupled with proficient technical skills relevant to the role.

**Key Behavioural Competencies:**

• Developing Expertise: A continuous drive to learn and deepen understanding.
• Documenting Facts: Meticulous record-keeping and clear articulation of information.
• Embracing Change: Adaptability and a positive outlook towards evolving processes.
• Examining Information: Analytical skills to understand and interpret data.
• Interacting with People: Excellent communication and interpersonal skills.
• Making Decisions: Sound judgment and the ability to make timely, informed choices.
• Managing Tasks: Effective prioritisation and organisation of workload.
• Producing Output: Consistent delivery of high-quality work.
• Resolving Conflict: Skill in managing and de-escalating challenging situations.
• Thinking Positively: A constructive and optimistic approach to work.
• Upholding Standards: A commitment to maintaining high levels of quality and professionalism.

**Essential Technical Competencies:**

• Active Listening: The ability to fully understand client needs.
• Client Servicing: Proficiency in delivering excellent customer care.
• Query Resolution: Strong skills in identifying and solving client issues.

This role at Liberty offers an opportunity to contribute to a leading African financial services group. In South Africa, roles involving client service and operational support typically require a strong foundation in client relationship management. Experience in this sector can lead to various career paths, including specialisation in specific financial products, team leadership, or operational management. While salaries vary widely based on experience and specific responsibilities, positions like this often command competitive remuneration packages commensurate with the required skills and the importance of client satisfaction in the financial services industry.

Type of Qualification: Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
3-4 years
Client relationship experience, resolving client services issues, with demonstrated ability to interact across multiple internal stakeholders

3-4 years
Experience in General client services and / or support capability with proficient technical experience.