Service Excellence Advisor

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

Job Description

Be the Difference for Our Customers!

Do you thrive on solving problems, taking ownership, and turning frustrated customers into loyal advocates?

We're looking for a passionate Service Excellence Advisor to join our team and play a key role in delivering outstanding customer experiences. If you're a natural problem solver, enjoy working in a fast-paced environment, and are committed to finding the right solution for every customer, we'd love to hear from you.

What will you be doing?

• Manage and resolve customer repair concerns and escalations with professionalism and empathy.
• Take ownership of customer cases from initial contact through to resolution.
• Liaise with repair agents, service providers, and internal departments to drive timely resolutions.
• Arrange appliance replacements when repairs are not viable or economically feasible.
• Investigate customer concerns and identify the most appropriate resolution.
• Keep customers informed every step of the way, managing expectations and providing regular updates.
• Accurately document customer interactions, actions taken, and outcomes achieved.
• Support customers with repair-related queries and provide guidance on available options.
• Collaborate with internal stakeholders to continuously improve customer outcomes and service delivery.
• Adhere to company policies, compliance requirements, and quality standards

Job Requirements

• Minimum 12 months' experience in a customer service role, with a proven ability to deliver excellent customer outcomes.
• Matric /NQF Level 4 equivalent
• Experience working with customer claims, insurance, appliance repairs, product replacement, or settlement processes is advantageous.
• Contact centre experience within the last 6 months
• Experience handling escalated customer queries or complaints
• Strong communication, problem-solving, and relationship-building skills
• Ability to manage multiple cases and work to deadlines
• Excellent attention to detail and administrative accuracy

Why Join Us?

• Be part of a supportive and collaborative team.
• Make a real difference to customers when they need us most.
• Develop valuable insurance and customer service expertise.
• Enjoy a role where no two days are the same.

Core Behaviours

Huntswood a ResultCX company employees have:

A Winning Mindset

• Bring You're "A" Game – Passion is contagious! Work every day like it's your first day on the job.
• Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.

Servant Leadership

• Enable and Empower all Employees – Our employees are the heart of our success
• Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.

Deliver WOW!

• Own It – Take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service – Create "WOW" moments for your customers every time.