Client Liaison Officer

Job Description

The main purpose of this position is to deal with and respond to all walk-in and telephonic queries and complaints from clients/stakeholders as well as providing guidance on completing referral forms.

Key Responsibilities

• Filing of documents and filing system maintenance
• Adhere to internal procedures of issuing arbitration invoices for pre-arbitration costs and interests when Agents settle cases.
• Allocation of case numbers and recording of cases on the electronic case register.
• Resolving walk-in or telephonic queries or complaints by doing system checks on aspects related to the queries or by referring to the relevant party.
• Taking statements from complainants regarding disputes or issues and record on the system.
• Open case files for walk in clients and refer to Enforcement sub-section.
• Prepare monthly reports on all cases and queries.
• Attend to general health plan queries and assist employees to obtain their Wellness Cards.
• Keep daily records of all complaints’ queries i.e. holiday pay, leave issues etc.

Qualifications & Experience

• Grade 12
• Customer Service Certificate
• Must be able to Communicate in a basic business language and be conversant with Customer service standards.
• Must have 6-months to 1-year experience within a bargaining council and/or working with customers daily.

Related Skills

• Customer services skills
• Negotiations skills
• Multilingual skills
• Interpersonal skills
• Administrative skills
• Records Management
• Thorough understanding of the Main Agreement.
• Computer literacy and be conversant in MS Word, Excel, Outlook.
• Be able to interpret in both English, Afrikaans and Xhosa when required.
• Patience and calm when working under pressurised environment.