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act as an intermediary between the company or agency and the client to meet the client's need for information, support, assistance, reports and complaint resolution. I help the company understand the customer's needs, expectations or difficulties through the reporting processes and analyses.
Duties:
? Delivery of internal client expectations by agreed timelines
? Reports to be delivered as per report schedule.
? Initiatives to improve customer service within TTS
? Building and maintaining multi-level relationships. SEC consultant to build and maintain relationships on all levels, from team leaders to GM's
? Ensure high quality and accuracy of reports done.
? Creating and delivering survey results within requested timelines
? Ensuring adherence to policy and procedures. SOP to be followed at all times
? To record all relevant client/customer interactions and information on the SEC Latitude Application- on the same day that the encounter/interaction takes place.
? To manage, update, investigate and close all new and existing complaints on the system (latitude). This includes supplier investigations
? To ensure closure of all complaints as far as possible on each particular day based on instruction from the TTS SLA for SEC. This is to be completed on the same day (max 24 working hours).
? To communicate all problems / concerns to the relevant managers timeously and keep them updated of any information pertaining to the SEC which may affect them.
? To report discrepancies, problems, incorrect and / or outdated information to the relevant department, in writing, as soon as such issues arise.
? To understand and implement all processes pertaining to the SEC and TTS procedures and to adhere to the specific requirements as stipulated by the business.
? To ensure that fulfillment & resolution of all TTS-related interactions are done as set out by both the Client and TTS SLA.
? To ensure that all documented processes and procedures are adhered to.