Service Excellence Advisor

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.

• Subject to HW incentive & remuneration policies, speak to your recruiter for more information.

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