Customer Resolutions Advisor

Customer Resolutions Advisor & Sales Administrator – Durban (Supporting UK Customers)

Full-Time | Office-Based | Durban, South Africa

We are looking for a professional, organised, and customer-focused Customer Resolutions Advisor & Sales Administrator to join our Durban team, providing exceptional support to our UK-based customers and internal Contact Centre Teams. This role is ideal for someone with strong problem-solving skills, excellent communication abilities, and a passion for delivering high-quality service.

You will be responsible for resolving customer complaints, supporting delivery queries, maintaining CRM records, and providing crucial administrative support across the business.

About the Role

In this dual position, you will handle escalated customer issues, manage delivery-related queries, and ensure that all concerns are resolved within company time frames. You will also support sales administration activities, update CRM data, and maintain high service levels while working closely with multiple departments.

This role requires a confident communicator who can stay calm under pressure, manage competing priorities, and represent the business with professionalism at all times.

Key Responsibilities

• Represent the business with a positive, professional attitude.
• Provide administrative support to the Contact Centre and wider teams.
• Maintain and update CRM systems to the highest standard.
• Monitor delivery performance, analyse data, and report on carrier service levels.
• Take ownership of customer delivery calls and resolve issues promptly.
• Monitor shared team mailboxes and action urgent items without delay.
• Resolve escalated customer complaints and queries within company SLAs.
• Support the Customer Resolution Team when required.
• Work towards departmental KPIs, including productivity, quality, and response times.
• Build and maintain strong customer relationships through efficient, high-quality service.
• Provide phone and administration support during peak periods.
• Continually build product and company knowledge through ongoing training.
• Promote a positive, proactive, and solutions-focused approach in all work activities.

Standard Company Requirements

• Adhere to all Health & Safety requirements and wear PPE where necessary.
• Participate in quality programmes and support continuous improvement.
• Comply with MHRA guidelines and maintain awareness of relevant regulations.
• Understand principles of Good Distribution Practice (GDP) where applicable.
• Support the business in maintaining essential licences and certifications.
• Undertake any required training and carry out additional tasks requested by your Manager.

Skills & Competencies

• Excellent organisational and multi-tasking abilities with strong attention to detail.
• Strong time management and prioritisation skills.
• Excellent interpersonal and communication skills.
• Professional, polite, and confident when dealing with customers and colleagues.
• Ability to work independently as well as collaboratively in a team environment.
• CRM experience preferred but not essential.

Experience Required

• Proven experience in an administrative and customer service role.
• Strong working knowledge of Microsoft Word, Excel, Outlook, and CRM systems.

Qualifications

South African National Senior Certificate (Matric) with at least 5 subjects passed at 50% or above, including English and Mathematics/Mathematical Literacy

Why Join Us?

• Work with an established UK-focused business from our Durban office.
• Supportive, collaborative team environment.
• Opportunities for growth, learning, and professional development.
• Fast-paced and engaging role with variety and responsibility.

Job Type: Full-time

Pay: R35 000,00 - R40 000,00 per month

Education:

• High School (matric) (Required)

Location:

• Umhlanga Rocks, KwaZulu-Natal 4319 (Required)

Work Location: In person