Complex Complaints Resolution Specialist

Astron Energy South Africa (Pty) Ltd; Cape Town; On-site; ZAR 330,000 - 420,000; Full time

Job summary

Astron Energy South Africa (Pty) Ltd is seeking a Customer Relationship Management Specialist to manage sensitive, complex and escalated consumer complaints across multiple channels. You will ensure accurate capture, thorough investigation and professional resolution within guidelines, engaging with consumers, retail facilities and internal teams to achieve high customer satisfaction.

You will handle executive communications and social media complaints, maintain templates, and drive continuous

Qualifications

• Minimum requirement: Matric/Grade 12.
• 3–5 years of CRM or complaints management experience.
• Experience handling complex or sensitive customer complaints.
• Strong written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Experience with CRM or case management systems.
• Ability to work across multiple computer applications and systems.
• Strong attention to detail and case documentation.

Responsibilities

• Resolve sensitive or complex consumer complaints across multiple channels.
• Capture and maintain consumer cases in the case management system.
• Investigate complaints by engaging with retail facilities, business owners and staff.
• Draft professional correspondence and keep consumers informed of progress.
• Escalate complex queries to the appropriate unit when needed.
• Collaborate with other service centres and internal units for input.
• Support process improvement and quality assurance initiatives.

Skills

Communication

Problem-solving

Discretion

Stakeholder management

Collaboration

Social media etiquette

Case documentation

Organisation

Education

Diploma/Certificate/Degree in Business Administration/CRM/Marketing/Customer Experience

Tools

CRM systems

Job description

Astron Energy South Africa (Pty) Ltd is seeking a Customer Relationship Management Specialist to manage sensitive, complex and escalated consumer complaints across multiple channels. You will ensure accurate capture, thorough investigation and professional resolution within guidelines, engaging with consumers, retail facilities and internal teams to achieve high customer satisfaction.

You will handle executive communications and social media complaints, maintain templates, and drive continuous