Customer Experience Intern for SHL | Onsite Jhb

Job Description
As we continue to build on our exciting market strategy, there is no better time than to join SHL and be a part of this exciting journey.

Job Summary

SHL is offering a 12-month internship to a candidate who is interested in joining our Customer Experience Team. As a Customer Experience intern, you will partner with the Commercial Team to ensure that existing customers and new logos receive a best-in-class experience that directs to customers continuing and expanding their relationship with SHL. You will also have an opportunity to be part of a company distinguished by its insights and to have access to SHL’s ground-breaking research, tools, and solutions. This role is based at our office in Centurion, Gauteng.

Key Accountabilities

• Proactive tracking and reporting of customer assessment usage, and identify patterns in aid of cross-sell and up-sell opportunities
• In the absence of the Business Development Manager (BDM) or Account Manager (AM), assist the team with various tasks related to the customer journey, which includes but is not limited to follow-up calls to customers; passing particular information on (internal & external emails); assisting with tender submissions; drafting basic order or work request forms; setting up new customers on internal (CRM) system(s); updating key lead information on the CRM; liaising with various internal departments on behalf of the BDM; issue resolution though thorough comprehension of local and global processes
• Research and collect any form of valuable business intelligence on prospects, leads and new and existing customers to help the Commercial team
• Initial lead qualification and research before passing through to the commercial manager for IC allocation.
• Ongoing analyses on customer ‘touch points’ and processes, report back on blockers and identify solutions aligned with global and local to address the same
• Assist and coordinate with problem resolution and issue management, or reallocation to appropriate team to help.
• RFP support and coordination of internal stakeholders and associated documentation.
• Upholds and ensures legal and ethical standards are maintained in the RFP process.

Experience

• Excellent written and oral communication in English.
• Preferably critical thinking and strong attention to detail; high learning potential.
• Effective project management and task organization (e.g. time management, prioritization, multitasking skills).
• Knowledge with using the Internet and full MS Office package.
• Persistence to problem resolution.
• Situational awareness and judgement.

Education

• Grade 12 qualification
• A relevant degree/diploma would be advantageous
• SHL embraces diversity and encourages applicants from all backgrounds to apply