Document Officer

The ideal candidate for this role will be responsible for routing electronic documents into the company’s workflows. You will need to continuously provide an exceptional customer experience with a view to retain and generate business. Verify and confirm all customer details by liaising with various internal and external stakeholders.

Customer Experience:

• Appropriately manage all customer queries
• Ensure a polite, friendly, efficient and professional service is provided at all times
• Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
• Handle objections appropriately to ensure that positive results are achieved
• Effectively deal with difficult queries and customers, avoiding formal complaints
• Improve the customer experience and service delivery by providing excellent customer service

Administration and Reporting:

• Follow Backoffice processes accurately to ensure quality of service delivery
• Ensure the accurate completion of time sheets on a daily basis
• Ensure all verification documents are completed and approved within the required timeframes
• Provide daily/weekly/monthly reports as per business requirements

Resolve customer queries effectively and efficiently:

• Attend to logged customer queries in line with query resolution principles established by the company
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
• Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
• Improve the customer experience and service delivery by providing excellent verbal and written customer service

Meet operational efficiencies:

• Meet acceptable query type production levels and query resolution ratios
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
• Always ensure that any outstanding tasks are up to date
• Adhere and meet all service level agreements targets
• Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks

Adhere to quality standards:

• Always make sure that the correct information is relayed to customers
• Acquire and accurately capture all necessary information
• Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
• Adhere to policies, procedures and all business standards and requirements

Attributes & Behaviours:

• Customer focused / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication
• Team player but able to work independently

Requirements

• A Diploma in Management or any related field
• Minimum of 2 years Customer Service/Back Office experience
• Effective communication skills (verbal and written)
• Must be able to work shifts, weekends and public holidays
• Clear credit and criminal record
• Must be competent in MS Office packages (Word, Excel, PowerPoint & Outlook)
• Effective communication skills (verbal and written)
• Reporting to Back Office Manager