Customer Experience Resolver & Service Advocate

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Huntswood is seeking a Service Excellence Advisor to help resolve customer repair concerns and guide customers through available options. You will own cases from start to finish, liaising with repair agents and internal teams to deliver timely solutions in a fast-paced environment.

The role emphasizes empathy, clear communication, and documenting each interaction to maintain high customer satisfaction and adherence to quality standards.

Qualifications

• At least 12 months in a customer service role.
• Experience handling claims or service-related escalations is advantageous.
• Strong communication and problem-solving skills.
• Ability to manage multiple cases to deadlines.

Responsibilities

• Manage and resolve customer repair concerns and escalations.
• Own cases from initial contact through resolution.
• Liaise with repair agents and internal departments to drive resolutions.
• Arrange replacements when repairs aren’t viable.
• Investigate concerns and identify best resolution.
• Keep customers informed with regular updates.
• Document interactions and outcomes accurately.
• Assist customers with repair-related queries and options.
• Collaborate to improve service delivery.
• Adhere to policies, compliance, and quality standards.

Skills

Customer service

Problem solving

Communication

Ownership

Empathy

Education

Matric /NQF Level 4

Job description

Huntswood is seeking a Service Excellence Advisor to help resolve customer repair concerns and guide customers through available options. You will own cases from start to finish, liaising with repair agents and internal teams to deliver timely solutions in a fast-paced environment.

The role emphasizes empathy, clear communication, and documenting each interaction to maintain high customer satisfaction and adherence to quality standards.