Role Overview
Are you an experienced Client Experience Specialist in multifamily or insurance or similar services vertical looking for a new challenge and an opportunity to further advance your skills and career in a great working environment?

As a Client Experience Specialist, you will be responsible for ensuring that clients’ needs are translated properly and understood by all MRI teams to ensure MRI meets its clients’ expectations. You will assist with information management and intelligence, handle complaints and ensure that clients’ get the best possible experience and return on investment from their insurance program. You will be the voice of the client, assessing a client’s needs and finding ways to meet them in order to maintain great relationships.

Please note that this position requires working in alignment with U.S. Eastern Standard Time (EST) hours, from 8:30am–5:00pm EST, as well as observing U.S. public holidays. This means you will be off on U.S. public holidays instead of South African public holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Responsibilities

• Communicating with clients to ensure that all their needs are understood and addressed

• Building strong client relationships to maintain current and acquire new clients

• Collaborating with MRI teams to ensure that MRI fulfills all client expectations

• Resolving complaints and keeping track of all processes that pertain to the client's requirements

• Acting as the voice of the client to ensure that their demands are met with a focus on improving the client experience

• Collecting and analyzing data concerning consumer behavior to understand changing needs

• Running, compiling, and preparing client’s insurance program performance reporting and metrics

• Identifies risks from the client’s insurance program performance reporting and metrics that could potentially impact the client and determines the appropriate course of action

Skills & Other Requirements

• High school diploma or general education degree (GED)

• Must possess excellent verbal and written communication skills

• Proven ability to collaborate across departments and manage multiple stakeholders

• Ability to work independently as well as in a team environment

• High level of organisation, attention to detail, and ability to prioritise competing deadlines

• Must be customer-oriented and able to effectively troubleshoot and resolve customer questions and concerns

• Ability to adapt to new situations and learn quick

We’re obsessed with making this the best job you’ve ever had!

• We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Have confidence in your health with our offered Medical Aid Scheme.

• Invest in our competitive Personal Pension plan and help set you up for your future.

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!