25 Oct
Headhunters
City of Cape Town
Reference: PE002902-RB-1
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 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.
If you do not hear from us within two weeks of applying, you may assume that your application was unsuccessful.
Monthly
▶️ Customer Service Liaison – Goodwood, Cape Town
🖊️ Headhunters
📍 City of Cape Town