Senior Customer Relations Specialist

1 day ago


Cape Town, South Africa Sotina Recruitment Full time

Supporting the Communications and PR team with inputs and editing of all official correspondence required (media releases, CEO letters, Q&A documents, video scripts, speeches, etc.).

Translating the Group’s reputational approach and PR practices into practical operational processes across the Contact Centre ensuring escalations are managed according to process to mitigate any brand and reputational risks.

Supporting the Contact Centre leadership team to manage escalations, regulatory and/or reputational issues timeously and efficiently.

Creating capability to handle all escalated and reputation issues in various areas and levels in the contact centre / customer services team by building practices into the QA and Training Content and ensuring the content empowers the team to identify reputational risks at the source.

Support the Retail and Digital channels with related processes and practices as a proactive approach to preventing complaints from occurring at source.

**Qualifications**

Matric / Grade 12

Degree or Diploma in Communications, PR, Journalism, or a related field

**Experience**

+3 years’ experience in a senior customer engagement and/or communications role, with demonstrable experience of acting in a brand ambassador and customer champion - handling customer correspondence and resolution as a key escalation point, or similar role

**Knowledge and Skills**

Ability to communicate in multiple languages

Understanding of search engine behaviour, software, and tools

Strong proficiency in Microsoft Office 365, including SharePoint Online

Knowledge and experience in reputation and crisis management

Deep understanding of brand and corporate identity

Experience in a retail communications, public relations and brand management

**Applicant Feedback Policy**

**Job Types**: Full-time, Part-time
Part-time hours: 45 per week

**Experience**:

- Customer engagement: 3 years (preferred)
- Brand management: 3 years (preferred)



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