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Customer Service Liaison Specialist

2 months ago

Cape Town, Western Cape, South Africa Qetello Holdings Full time

An exciting opportunity is available for a dynamic customer service professional based in South Africa. The ideal candidate will serve as the primary point of contact between Qetello Holdings and its valued clients, focusing on ensuring exceptional customer satisfaction by effectively resolving inquiries, issues, and complaints.

Key Responsibilities:

  • Customer Support:
    • Act as the first point of contact for client inquiries through phone, email, and chat.
    • Resolve service problems by clarifying the client'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 clients 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 timely resolution of client concerns.
  • Feedback and Reporting:
    • Collect and report client feedback to improve overall customer experience.
    • Prepare and maintain customer service reports and logs to track performance metrics.
    • Identify trends in client complaints and proactively suggest improvements.
  • Customer Education:
    • Provide accurate information regarding services and company policies.
    • Educate clients on service features and offer guidance on using Qetello Holdings' services.
  • Relationship Building:
    • Build and maintain strong relationships with clients, ensuring high level of satisfaction and trust.
    • Work closely with sales representatives to support client retention efforts.
  • Administrative Duties:
    • Maintain accurate client records in the CRM system.
    • Assist with administrative tasks as needed to support the client.
  • Managing Client Turnover:
    • Escalation, reporting, and managing client revenue.

Requirements:

  • Matric / Grade 12 Qualification
  • Minimum 2-3 years of experience in a customer service or client-facing role.
  • Experience in handling client 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.

Compensation and Benefits:

  • R20,000.00 - R25,000.00 per month, total cost to company
  • Medical Aid Subsidy
  • Provident fund
  • Death and Disability Cover

We are looking for highly motivated and skilled professionals who meet all the requirements stipulated in this advert.