Customer Service Relationship Consultant

2 weeks ago

Johannesburg, South Africa Marvel Placement Consultants Full time

**Customer Service Relationship Consultant**

**Minimum Requirements**:

- Grade 12.
- Vehicle and a valid Driver’s License.
- Essential: Registered Debt Counsellor
- Proven experience in customer service, client relations, or a similar customer-facing role.
- Proficient in Microsoft Office.
- Exceptional communication and interpersonal skills.
- Strong problem-solving skills and attention to detail.
- Ability to multi-task, manage time effectively, and prioritise work in a fast-paced environment.
- A high degree of empathy, patience, and a customer-oriented approach.

**Key Responsibilities**:

- **Campaign Management**: Create, manage, and optimise dialer campaigns (predictive, preview, and progressive) to ensure optimal agent performance and contact rates.
- **Real-Time Monitoring**: Track live dialer performance and adjust pacing or campaign strategies to respond to operational needs.
- **Strategic Collaboration**: Work closely with campaign managers, operations, compliance, and IT teams to implement efficient and compliant calling strategies.
- **Compliance Oversight**: Ensure adherence to internal policies and industry regulations, performing regular audits and quality checks.
- **Reporting & Analysis**: Generate comprehensive reports on dialer activity, including contact rates, conversions, agent productivity, and campaign effectiveness.
- **Issue Resolution**: Act as the primary point of contact for dialer-related issues, coordinating with IT support and external vendors as required.
- **Training & Support**: Provide training and ongoing support to team leaders and agents on dialer functionality and best practices.
- **Forecasting & Planning**: Align dialer activity with business goals and staffing levels through strategic planning and forecasting.

**Closing Date**:
Submissions for this vacancy will close on 12 June 2025, however, you will still have the opportunity to submit your CV for this position till 7 July 2025.

**Please Note**:
**PoPI Act**:
Please note that Marvel Placement Consultants adhere to the POPI Act (Act No. 4 of 2013: Protection of Personal Information Act, 2013). Section 9 of PoPI states that “Personal Information may only be processed if, given the purpose for which it is processed, it is adequate, relevant and not excessive”.

For more information please contact:
**Bianca van Jaarsveldt

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