The Client Liaison Officer is responsible for providing efficient customer service by managing collection requests, swiftly resolving queries and ensuring effective communication between departments.
Key Responsibilities
Customer Relations
- Receive, action and resolve queries within 45 minutes and close off the collection
- Ensure details on a collection request are accurate
- Hand all unaccepted quotes to Sales to be followed through
- Manage and resolve all subcontractor and agent queries
- Receive and execute collection requests telephonically
- Ensure constant awareness of any operational difficulties and advise customers accordingly
- Identify statistics required to assist in managing the branch
- Develop methods of being able to extract statistics information
- Constantly maintain available statistics
- Analyse all monthly reports
- Advise the Sales department of none/reduced usage by regular customers
- Encourage positive communication between departments
- Liaise with customers and Value Express to execute services of collection, delivery, query or quote
- Liaise with operations to ensure customers requests are carried out
- Liaise with Managers with regards to accounts on credit hold
- Ensure all daily report inputs have been actioned
- Ensure all billing paperwork is reconciled and handed to operations
- Receive quote requests on email and telephonically; action and close off within 45 minutes
- Receive all claim related queries, compile claim pack with information received from operations and hand over the claim pack to Administration Manager
- Assist in relevant operations/operational functions as required
- Grade 12 (Matric)
- Detail-oriented
- Customer Relationship Management
- Statistical and numerical ability
- Excellent verbal and written communication skills
