Key Responsibilities

Customer Assistance

• Respond to customer enquiries professionally and timeously.
• Provide clear, accurate information on products, services, and policies.

Issue Resolution

• Listen actively to customer concerns, analyse the situation, and provide practical solutions.
• Resolve issues efficiently while maintaining high service standards.

Communication

• Engage with customers through phone, email, and other communication channels.
• Ensure all communication is courteous, clear, and professional.

Documentation

• Record customer interactions, issues, and resolutions accurately.
• Maintain documentation that supports internal reporting and collaboration.

Complaint Handling

• Assist dissatisfied or frustrated customers with empathy and professionalism.
• Focus on restoring customer confidence and satisfaction.

Escalation

• Identify complex issues and escalate them to the relevant senior staff or departments when necessary.

Customer Satisfaction

• Build rapport with customers and understand their individual needs.
• Deliver personalised and positive customer experiences.

Continuous Improvement

• Provide feedback and insights based on customer interactions to improve processes, service delivery, and product offerings.

Minimum Requirements

• Matric / Grade 12
• Good communication skills (verbal and written in English)
• Customer‑centric attitude
• Problem‑solving ability
• Basic computer literacy
• Willingness to learn and grow