Proactive Customer Experience Advocate

Core Group ZA; Kempton Park; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Core Group ZA is seeking a Customer Service Advocate to join the Service Centre. You will handle repairs, quotations, parts availability, and service updates while ensuring professional and timely communication. You will use Zendesk and FileMaker to record interactions and follow established service levels.

The role emphasizes proactive communication, ownership of queries and escalation prevention. The successful candidate will be naturally customer-focused with strong verbal and written skills,

Qualifications

• Matric is essential.
• Minimum 3 years of experience in a similar customer service role.
• Experience with Zendesk and FileMaker or similar CRM/ticketing systems is advantageous.
• Proven track record of delivering strong customer service.

Responsibilities

• Handle inbound customer calls relating to repairs and service queries.
• Respond to customer emails and Zendesk cases promptly and professionally.
• Proactively contact customers regarding repair quotations and explain the quotation clearly.
• Follow up with customers regarding outstanding quotations and required decisions.
• Keep customers updated when repairs are awaiting parts, with updated timelines.
• Manage customer callback requests as a priority.
• Provide customers with clear information regarding their repair or service query.
• Escalate potential service issues to the Customer Service Supervisor when required.

Skills

Customer focus

Communication

Attention to detail

Organization

Problem solving

Education

Matric

Tertiary qualification beneficial

Tools

Zendesk

FileMaker

Job description

Core Group ZA is seeking a Customer Service Advocate to join the Service Centre. You will handle repairs, quotations, parts availability, and service updates while ensuring professional and timely communication. You will use Zendesk and FileMaker to record interactions and follow established service levels.

The role emphasizes proactive communication, ownership of queries and escalation prevention. The successful candidate will be naturally customer-focused with strong verbal and written skills,