An exciting opportunity is available for a dynamic Customer Service Liaison based in Cape Town. The Customer Service Liaison serves as the primary point of contact between the company and its customers. The role is focused on ensuring customer satisfaction by effectively resolving inquiries, issues, and complaints. The ideal candidate will possess a solid understanding of logistics, exceptional organizational skills, and a proven track record of effective coordination.
Duties and Responsibilities:
- Customer Support:
- Act as the first point of contact for customer inquiries through phone, email, and chat.
- Resolve service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting the best solution, and following up to ensure resolution.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Issue Escalation and Resolution:
- Identify and escalate priority issues to the appropriate departments.
- Coordinate with internal teams such as technical support, sales, and operations to ensure the timely resolution of customer concerns.
- Feedback and Reporting:
- Collect and report customer feedback to improve the overall customer experience.
- Prepare and maintain customer service reports and logs to track performance metrics.
- Identify trends in customer complaints and proactively suggest improvements.
- Customer Education:
- Provide accurate information regarding services and company policies.
- Educate customers on service features and offer guidance on using the company's services.
- Relationship Building:
- Build and maintain strong relationships with customers, ensuring a high level of satisfaction and trust.
- Work closely with sales representatives to support customer retention efforts.
- Administrative Duties:
- Maintain accurate customer records in the CRM system.
- Assist with administrative tasks as needed to support the customer.
- Managing Customer turnover
- Escalation, reporting and managing customer revenue.
Qualifications:
- Matric / Grade 12 Qualification
- Minimum 2-3 years of experience in a customer service or customer-facing role.
- Experience in handling customer escalations and resolving complex issues.
- Strong computer literacy and experience with MS Office (Word, Excel, Outlook)
- Excellent communication skills (both written and verbal).
- Strong problem-solving and conflict resolution abilities.
- Empathy, patience, and the ability to remain calm under pressure.
- Ability to work independently and collaboratively within a team
Remuneration:
- R20 000.00 – R 25 000.00 per month, total cost to company
Benefits:
- Medical Aid Subsidy
- Provident fund
- Death and Disability Cover
Only candidates who meet all the requirements stipulated in this advert, will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application as unsuccessful.
