Client Services Consultant

As a Client Services Consultant, your primary responsibilities include responding to incoming service calls from care staff and local authorities, logging and managing incident reports, following established call protocols, and utilizing AI-powered support tools to assist callers. You will also need to escalate complex matters to internal teams while maintaining detailed records in our CRM systems. This important role ensures that essential care operations are conducted smoothly and compassionately.

To become a Client Services Consultant with our UK-based organization, you should have a minimum of one year of experience in customer service, call center, or support roles, ideally within the healthcare or community services sector. You will also need excellent communication skills, proficiency in English, and the ability to remain calm during high-stress situations. A tech-savvy mindset will be beneficial, particularly experience with CRM platforms.

The Client Services Consultant positions will require you to work UK hours from Monday to Friday. One consultant will cover day shifts, while the other will handle night shifts, providing seamless 24/7 support for our organization. Flexibility is key, so be prepared to adjust your schedule accordingly.

Yes, the Client Services Consultant roles are fully remote positions designed for candidates based in South Africa. You will be able to work from the comfort of your own home, provided you have a laptop and an uncapped high-speed internet connection, enabling you to connect with team members and clients efficiently.

The salary for the Client Services Consultant position is R26,000 per month. This competitive remuneration reflects the essential role you will play in supporting vulnerable individuals and maintaining the smooth operation of essential care services.

In discussing your customer service experience, highlight specific roles where you dealt with calls or inquiries. Emphasize your ability to handle high-stress situations effectively, showcasing examples where you resolved issues or escalated matters appropriately.

To ensure clarity and empathy, you can mention how you practice active listening, confirm understanding with the caller, and adapt your tone to match the situation. Share an example that demonstrates your skills in managing sensitive conversations.

Talk about your familiarity with CRM systems, AI-powered support tools, or any other software that relates to customer service and communication. Highlight specific instances where you utilized these tools to improve service delivery.

Discuss your organizational skills and methods for prioritizing responses based on urgency or complexity. Share a past experience where you managed multiple tasks and ensured all inquiries were addressed timely.

Provide an instance where you successfully diffused a tense situation with an irate caller. Focus on your approach, such as remaining calm, actively listening, and providing solutions that satisfied the customer’s needs.

Emphasize your understanding of confidentiality and the protocols for discussing sensitive information. Discuss safeguards you employ, such as adhering to company policies and maintaining a professional demeanor during communications.

Explain your approach to staying current with changes, whether through training sessions, online resources, or peer interactions. Mention instances where you effectively adapted to changes and the positive impact on service delivery.

Share your passion for helping others and your interest in the healthcare or community services field. Explain how contributing to essential services motivates you and how you relate to the role’s impact on vulnerable individuals.

Discuss time management techniques you employ, such as setting specific work hours, using scheduling tools, and establishing a dedicated workspace. Share examples of how these strategies helped you stay productive in a remote setting.

Highlight the importance of communication and collaboration tools in a remote environment. Discuss your willingness to engage with the team actively and share ideas for maintaining strong relationships despite physical distance.