Job Summary

• Ensure delivery of the highest standards of customer service and maintain these standards by continuous evaluation of agents and resolution processes.

Job Details

• Maintain detailed records of client interactions, including inquiries, complaints, and actions taken
• Acknowledging and resolving customer complaints
• Track and follow through on transactions, enquiries and complaints.
• Provide accurate and relevant information about the firm’s investment products and services.
• Draft, proofread, and send client communications, ensuring clarity, professionalism, and adherence to company guidelines
• Resolve client issues effectively and escalate complex problems to the appropriate department.
• Maintain a high level of customer service and client satisfaction.

Key Performance Metrics:

• Net Promoter Score (NPS):ÂThis measures the likelihood of customers to recommend Meristem to other potential customers.Â
• Customer Effort Score (CES):ÂThis metric assesses how easy it is for customers to interact with the CX team. It evaluates how much effort consumers must take to resolve issues.
• Customer Satisfaction Score (CSAT):ÂThis metric directly measures customer satisfaction with specific interactions, transactions, or experiences. It’s often measured through post-interaction surveys.
• First Contact Resolution (FCR) Rate:ÂThis metric measures the percentage of customer issues or inquiries that are resolved during the first interaction with customer experience teams. A high FCR rate indicates efficient and effective customer service.
• Average Response Time:ÂThis measures the average time it takes for our CX team to respond to customer inquiries, requests, or issues. A shorter response time is often associated with higher customer satisfaction.
• Customer Feedback and Resolution Rates: Track the volume of customer feedback received, as well as the rate of resolution for customer issues and complaints. This helps gauge the effectiveness of your customer support and service processes

Requirements

• 0-2 years work experience in a customer service roleÂ
• Bachelor’s Degree
• Proficiency in Microsoft Office Suite
• Speed of execution of client’s requests & transactions- 30 minutes response time for all mails.
• Ability to stay updated with the latest information about the firm’s products, services, and policies via active participation in trainings/KSS’ to continuously improve knowledge and skills.
• The role calls for a person who displays patience, a friendly approach and enjoys working in structured situations, where hard work and consistent performance are important. Communication and the ability to persuade others in a thorough and factual manner are integral to this function.
• The incumbent should have the persistence to see a job through to its conclusion and work within specific guidelines whilst adhering to rules and procedures.

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Job Summary

• Ensure that Clients’ real estate needs are met Create strategic developments that meet market needs and translate into profit for the company.

Job Details

STRATEGIC:

• Source for Real Estate opportunities for Corporate Investment
• Prepare detailed decision aiding investment cases for each real estate investment opportunity
• Effective management of existing/ongoing projects towards income generation
• Ensure Real Estate Target for the period is met
• Effective proactive coordination of third parties
• Preparation of the Real Estate Budget for the year

OPERATIONAL:

• Technical Analysis for Real Estate Clients
• Valuation, Modelling and Report Writing for Real Estate Unit
• Drive the sales/lease of properties under management by preparing marketing pitches relevant to the target market.
• Oversee Clients Investment under management and prepare comprehensive monthly reports on clients’ Real Estate Portfolio

Any other assignment as may be assigned by your supervisor

Requirements

Qualification/Education:

• BSc in Real Estate, Economics, Accounting, Finance or other relevant disciplines.
• An MSc. In Real Estate Management, Finance, and Operations Research will be an added advantage.

Work Experience:

• Minimum of 2 years’ experience in a similar position.

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