Job Description

Western Cape, CPT - CBDMonthly Cost To Company (Market related)Our client in the Logistics industry based in Goodwood, Cape Town is currently looking to employ a Customer Service Liaison.Requirements:

• 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).
• Strong problem-solving and conflict resolution abilities.
• Empathy, patience, and the ability to remain calm under pressure.

Responsibilities and expectations but not limited to:
Customer Support:

• Act as the first point of contact for customer inquiries through phone, email, and chat.
• Resolve service problems by clarifying the customers 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.

If you do not hear from us within two weeks of applying, you may assume that your application was unsuccessful.

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