This role serves as one of the primary points of contact for PPS members and associated stakeholders, reporting directly to the Team Manager: Member Services.
This role is instrumental in shaping the member experience by providing personalised, knowledgeable, and efficient service across multiple channels within an omnichannel contact centre environment. The consultant is expected to take ownership of each engagement, ensuring members receive accurate information, timely resolutions, and a level of care that reflects the premium nature of the PPS brand.
Beyond resolving queries, the role is focused on building trust, strengthening relationships, and ensuring every interaction leaves members feeling supported, and valued.
The role requires a customer-centric mindset, a passion for delivering exceptional service, and the ability to create positive experiences that foster long-term loyalty and advocacy.
The role will involve shift work that will be rotated amongst the team weekly (between 7am & 7pm weekdays and 8am & 1pm on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.
Education:
- A 3 year tertiary qualification (Degree/Btech) with relevance business orientation
Experience:
- 2-3 years Customer Service experience in Call Centre /Customer Service within the Financial Services industry
- Minimum 2 years working experience in an Omni Channel contact centre with experience in WhatApp/ Web chat servicing
Knowledge and Skills:
- The consultant is to be a highly self-motivated individual with strong relationship management and communication skills.
- Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
- A genuine passion for delivering outstanding service and creating positive experiences that build trust and long-term relationships.
- Strong relationship management skills, with the ability to engage effectively with members, colleagues, and stakeholders across various channels.
- Resilience and adaptability in a fast-paced environment, maintaining professionalism and composure under pressure.
- A customer-first mindset, demonstrating empathy, care, and a genuine desire to help others
- Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.
- Be flexible and adapt to changing circumstances.
Key Responsibilities
- Deliver outstanding service across multiple channels, including phone, email, and WhatsApp, ensuring every member interaction is professional, personalised, and solution focused.
- Take ownership of member queries from first contact through to resolution, ensuring a seamless and effortless experience.
- Proactively engage with members to understand their needs, provide relevant information, and offer practical solutions that create value.
- Consistently meet and exceed service expectations while adhering to agreed Service Level Agreements (SLAs).
- Follow up on outstanding queries and collaborate with internal stakeholders to ensure timely and satisfactory resolutions.
- Build trust and confidence with members by communicating with empathy, professionalism, and genuine care.
- Handle high call volumes and email demands efficiently, maintaining accuracy and attention to detail in every interaction.
- Develop and maintain a strong understanding of PPS products, services, and processes, enabling you to confidently assist members and provide informed guidance.
- Contribute to a culture of service excellence by actively sharing feedback, identifying opportunities for improvement, and supporting continuous enhancement of the member experience.
- Work collaboratively within the Life Operations and Digital Service teams to achieve shared goals and deliver exceptional outcomes for members.
- Adhere to governance, compliance, and operational standards while proactively identifying and escalating risks, issues, or process improvements.
- Demonstrate accountability, resilience, and a commitment to achieving both individual and team performance objectives.
Competencies:
- High attention to detail and accuracy
- Ability to listen actively, understand member needs
- A proactive and self-motivated mindset
- Excellent email etiquette and telephone manner
- Team player
- Taking ownership of tasks and seeing them through to completion
- Apply TCF and FCR principles
- Competent writing and communication skills
- Results Driven
- Ability to work shifts
