Customer Care Consultant Specialised Services

Applications are invited for the above-mentioned position in Supply Chain, Customer Services & Logistics based in Tygervalley. The successful incumbent will report to the Customer & Consumer Care Team Leader.

The purpose of the position:To provide operational and administrative support for Specialized Customer Services, including SEM, eazle, fridge/asset-related support, liquor license queries and related service processes. The role ensures efficient issue resolution, system support, process compliance and coordination with internal and external stakeholders to deliver service excellence and operational continuity.

Key Responsibilities:

• Provide Level 1 support for SEM, eazle and specialised service-related queries
• Manage and coordinate fridge, asset and liquor licence-related customer requests and cases.
• Log, track and escalate technical or specialised service issues to relevant support teams.
• Maintain accurate case notes, customer records and asset information within Salesforce and related systems.
• Support customers and stakeholders with process guidance, troubleshooting and service updates.
• Coordinate with cross-functional departments to ensure timely resolution of specialised service requests.
• Monitor service requests against agreed service levels and escalation timelines.
• Identify recurring issues and recommend process or system improvements.
• Ensure adherence to operational procedures, SOPs and compliance requirements.
• Support continuous improvement initiatives and service process optimization.

Functional Competencies:

• Ability to troubleshoot, manage and support specialised systems and service platforms.
• Ability to manage multiple service requests, escalations and stakeholder dependencies effectively.
• Ability to follow and maintain operational procedures, controls and service standards.
• Ability to investigate issues, identify root causes and coordinate effective resolutions.
• Ability to work collaboratively with customers, suppliers and internal support teams to ensure service delivery.

Experience - The successful candidate must possess the following:

• 1+ year in a service- or sales-focused contact centre (essential).
• Relevant tertiary qualifiaction (advantageous).
• Strong communication, telephone etiquette, and interpersonal skills.
• FMCG experience is advantageous.
• Strong attention to detail and timely follow-up on queries.
• Ability to build relationships with customers and stakeholders.
• Willingness to learn, take feedback, and support team growth.