• Understand and provide a resolution for escalated issues.• Assess client escalated issues and liaise with SDMs to manage client expectations.• Assist the SDMs to accurately manage client’s expectations regarding issues and escalations.• Coordinate the technical responses to official complaint letters.• Have thorough understanding of client SLAs and products/schedules sold.• Liaise with relevant managers within the various Municipal departments to ensure efficient… Show more • Understand and provide a resolution for escalated issues.• Assess client escalated issues and liaise with SDMs to manage client expectations.• Assist the SDMs to accurately manage client’s expectations regarding issues and escalations.• Coordinate the technical responses to official complaint letters.• Have thorough understanding of client SLAs and products/schedules sold.• Liaise with relevant managers within the various Municipal departments to ensure efficient resolution of escalated issues.• Conduct client service review meetings in collaboration with SDMs, unpack, explain and interpret client service reports.• Directly communicate with clients, technical teams and 3rd party service providers.• Analyse client’s module usage, number of issues logged per module, recurring issues and provide relevant information to SDMs for upselling of additional schedules and training opportunities.• Prepare and assist with information and resources for scheduled client meetings, requests, demos and site visits.• Identify workflow and system improvements and work with development and operations team to enact change. Show less

• Manage and solve conflicts with clients.• Manage customer expectations whilst defects and enhancements are logged.• Provide advice and guidance as the Evolution site rescue project manager.• Be the customer advocate to motivate for the defect or enhancements to be logged with Product Management and manage the client during this process.• Engage in customer negotiation to manage unfavourable feedback not meeting their expectations.• Interact and coordinate with the sales… Show more • Manage and solve conflicts with clients.• Manage customer expectations whilst defects and enhancements are logged.• Provide advice and guidance as the Evolution site rescue project manager.• Be the customer advocate to motivate for the defect or enhancements to be logged with Product Management and manage the client during this process.• Engage in customer negotiation to manage unfavourable feedback not meeting their expectations.• Interact and coordinate with the sales, Channel team, Customer Experience and other staff members in other departments working on the same account• Manage and assist in the development of innovative solutions for our customers’ requirements.• Assess and deliver information to our BP’s on innovative developments within Evolution such as, web based training or webinars, the evolution knowledgebase amongst other developments that come up.• Undertake discovery and education activities to identify trends (Product support related) that are developing amongst our BP’s and customers.• Function as a frontline technical resource for “best practice” and informal (BP’s) customer questions• Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues• Maintain current functional and technical knowledge of Evolution• Help to document best practices in site rescue\ Audits and project management• Creation of reports that allow for progressive relationship management. Show less

Offer telephonic support for Partner and Xpress packages.

Processing and approval of online loan applicationsFollow-up on required documentationConfirmation of client employmentMake and receive callsAttend to client inquiries via telephone and emailConduct monthly target setting

I played an advisory role on matters relating to finance, governance, programme development and management, and stakeholder relations and communication.

Service advisingFormulate strategies to meet sales targetsHold sales meetingSelling of Financial productsMaintaining customer accountsCold callingFollow sales leadsDo monthly cash checksConduct after sales serviceOccasionally do external salesFormulate strategies for customer retentionAccounts administration and filingAttend to customer enquiries