Customer Service Liaison

Job Description

We are currently seeking a Customer Service Liaison to play a pivotal role in enhancing customer satisfaction. This position requires strong communication and problem-solving skills to effectively address customer inquiries and resolve issues. The ideal candidate will thrive in a fast-paced environment and enjoy collaborating with cross-functional teams to improve customer experiences.

Responsibilities

• Deliver exceptional service to customers in a friendly and efficient manner.
• Investigate and resolve customer complaints in alignment with company policies.
• Communicate effectively with different departments to solve customer issues.
• Follow standard operating procedures in handling customer interactions.
• Collect data on customer interactions to help identify areas for improvement.
• Participate in quality assurance reviews and assessments.
• Adhere to company policies and compliance regulations.
• Engage in continuous learning and development opportunities regarding customer service.
• Build positive relationships with customers to encourage repeat business.

Requirements

Education

• Bachelor's degree in Communication or related field
• Higher National Diploma in Customer Management is an asset

Experience

• 2+ years of relevant experience in a customer-facing role

Technical Skills

• Helpdesk Software
• Data Analysis Tools

Soft Skills

• Problem-solving
• Teamwork

Certifications

• Additional Customer Service Training

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience in telecommunications industry: Understanding of the telecommunications sector and customer needs.
• Knowledge of complaint resolution strategies: Ability to effectively resolve customer complaints through established protocols.

Benefits

• Comprehensive health and dental insurance
• Employee assistance programs
• Flexible schedules to accommodate personal needs
• Performance bonuses

Company Culture

• Respect and Integrity: We promote a respectful workplace where integrity is at the core of our operations.
• Empowerment: We empower our employees to take initiative and be accountable for their work.
• Diversity and Inclusion: We celebrate diversity and create an inclusive environment for everyone.