Specialist – Customer Relationship

1 day ago

Cape Town, Western Cape, South Africa Astron Energy (Pty) Ltd. Full time R104 000 - R150 000 per year
Contract End Date - 31/05/2026

About the Role

We're looking for a Customer Relationship Specialist on a 6-month contractual basis to manage sensitive consumer cases and ensure that every concern is handled with professionalism, empathy, and speed. This role is responsible for the full life cycle of sensitive case management, including executive-level correspondence and social media complaints, ensuring operational excellence and compliance with Astron Energy standards.

Key Responsibilities

1. Consumer Case Resolution

  • Manage all sensitive consumer complaints from start to resolution, ensuring each case is handled with discretion and care.
  • Sensitive cases include issues such as product integrity, discrimination allegations, policy violations, or safety concerns.
  • Respond to consumer contacts received via phone, email, web, social media, and Hello Peter, logging all interactions in the case management tool.
  • Draft and send professional correspondence (letters and emails) to consumers throughout the investigation process.
  • Collaborate with Retail Facilities, independent Business Owners, and internal departments to resolve cases efficiently.
  • Ensure accurate case documentation, reporting, and monthly visibility into open and closed cases.

2. Executive-Level Correspondence & Social Media Complaints

  • Manage and respond to consumer complaints addressed to Astron Energy Executives and raised through social media platforms (Facebook, X, YouTube, etc.).
  • Prepare executive-level response letters, ensuring professionalism and accuracy, with approvals obtained as required.
  • Collaborate with Corporate Affairs, Brand, Legal, Sales, Card Operations, Retail Programs, and social media agencies to ensure aligned and timely resolutions.
  • Handle all executive and social media cases with a critical sense of urgency and high attention to detail.

3. Process Management & Quality Assurance

  • Review and maintain standard response templates to ensure consistency and quality in all consumer communications.
  • Recommend updates or new templates for approval in collaboration with Legal, Corporate Affairs, and Compliance.
  • Identify and share best practices to improve team performance and process efficiency.
  • Conduct quality assurance reviews through case audits, call evaluations, and customer feedback.
  • Support team coaching and continuous improvement initiatives.

4. Operational Excellence & Compliance

  • Participate actively in safety and compliance programs (LPS, Wellnomics, Stop Work Authority).
  • Complete all required corporate and compliance training.
  • Develop and update process documentation and Job Logic Assessments (JLA) to ensure ongoing process accuracy.
  • Demonstrate Astron Energy's values through professional, ethical, and customer-centric behaviour.

Qualifications & Experience

  • Matric Required
  • Diploma or Degree in Sales and Marketing, Communications, Business Administration, or a related field (preferred).
  • Minimum 2 years' experience in customer relations or case management, preferably in a regulated or high-volume environment.
  • Strong written and verbal communication skills with the ability to handle sensitive issues professionally.
  • Experience handling executive or social media escalations will be advantageous.
  • Excellent problem-solving, judgement, and stakeholder management skills.

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