Client Engagement Liaison

2 days ago

Johannesburg, South Africa CAP Security Full time

About Community Active Protection (CAP) Community Active Protection (CAP) is a leading, community-driven non profit organisation operating across Johannesburg. For over 19 years, CAP has built a reputation for delivering proactive, intelligence-driven security solutions that significantly reduce crime and improve public safety. Through cutting-edge technology, rapid tactical response, and a dedicated team committed to service excellence, CAP partners with communities to create safer, more resilient neighbourhoods. We pride ourselves on professionalism, innovation, and a strong culture of accountability and client care.Job Description We are seeking a highly motivated and service-orientated individual to join our team. The successful candidate will be responsible for delivering exceptional client service, managing queries, resolving complaints, and ensuring that all interactions with clients reflect CAPs commitment to excellence as well as dealing with committees who are volunteers in each of our areas. This is a full-time, office-based position located at CAPs Head Office in Houghton. The role requires on-site presence during standard business hours to ensure effective collaboration with internal teams and timely support for clients and stakeholders.Key Responsibilities:Serve as the primary point of contact for client queries, complaints, and service requests.Contact clients promptly to gather accurate details and understand the nature of their query or concern.Conduct thorough internal investigations, liaising with relevant departments (Tactical, Control Room, Technical, etc.) to obtain necessary information.Escalate matters to appropriate internal or external stakeholders where required and ensure all escalations are resolved timeously.Provide clear, professional feedback to clients and keep them updated throughout the process.Ensure that all complaints and queries are resolved within the required SLA (typically 48 hours), unless further escalation is necessary.Log and track all client interactions, investigations, and resolutions on CAPs CRM/Case Management system.Maintain an accurate complaints register to ensure no cases exceed SLA.Build strong relationships with clients throughRemuneration, Benefits & LeaveCAP offers competitive, market-related monthly salaries, with performance-based bonuses awarded in recognition of individual contribution, service quality and achievement of key objectives.Employees receive statutory leave benefits in line with South African labour legislation, including annual leave, sick leave and family responsibility leave. CAP is committed to rewarding excellence, supporting employee growth, and maintaining a positive, high-performance work environment.

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