Customer Success Specialist
The Customer Service Specialist will own and manage the end-to-end complaints and escalation process within our client’s Customer Experience (CX) function. The role ensures SLA attainment, proactive issue resolution, and continuous improvement across customer interactions. This person will bridge service delivery, knowledge management, and root cause analysis to enhance customer satisfaction and reduce repeat contact drivers.
About this position
Budget: R15,000 - R20,000
Location: Gardens, Cape Town
Working Type: Hybrid with 3 days in-office
Key Duties & Responsibilities:
Complaints & Escalations Management
- Act as the Directly Responsible Individual (DRI) for all customer complaints and escalations.
- Triage, prioritise, and resolve escalations in line with defined SLAs.
- Collaborate with Collections, TechOps, and BPO teams to drive resolution.
SLA Ownership
- Monitor and report on SLA compliance across all support tiers.
- Maintain escalation logs and breach risk dashboards.
- Recommend and implement improvements to meet or exceed SLA targets.
Knowledge & Training Management
- Create and maintain knowledge articles, FAQs, and response templates.
- Conduct micro-training and refreshers for frontline and BPO teams.
- Identify recurring contact drivers and translate them into knowledge content.
Root Cause & Timeline Analysis (RCA)
- Deliver bi-weekly RCA reports covering top customer pain points and systemic issues.
- Partner with CX Lead and Technical Specialists to drive corrective actions.
- Monitor outcomes and ensure changes are embedded into processes.
Continuous Improvement & CX Measurement
- Support NPS closed-loop processes and provide insights on detractor trends.
- Drive improvements that reduce CES (effort) and increase NPS (loyalty) scores.
Operational Support
- Perform manual tasks to support core CX operations and maintain workflow efficiency.
- Assist with and clear spillover queues to ensure timely resolution of customer requests.
- Act as a backup for various manual processes across the CX function.
Technical Requirements:
- 2–4 years’ experience in Customer Experience, Contact Centre Escalations, or Service QA.
- Experience in CRM or case management systems.
- Strong analytical, written, and verbal communication skills.
- Proven ability to manage cross-functional collaboration.
- Financial services or fintech background advantageous.
- CRM / case management systems
- MS Suite (Excel, Word, PowerPoint)
- Dashboarding / SLA tracking tools
How can I apply?
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