Purpose of the Job

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

Reporting

• 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

Communication

• 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

Administration

• 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

Adhoc

• Assist in relevant operations/operational functions as required

Minimum Requirements

• Grade 12 (Matric)

Skills Required

• Detail-oriented
• Customer Relationship Management
• Statistical and numerical ability
• Excellent verbal and written communication skills