Customer Resolutions Associate
Location: Stellenbosch, South Africa (Hybrid)
Job Description
Urang Property Management is seeking a proactive, empathetic, and detail-driven Customer Resolutions Associate to join our growing team. This role is essential in ensuring that all internal complaints are handled professionally, efficiently, and in accordance with company protocols.
You will be responsible for logging, tracking, and coordinating the resolution of complaints, while providing regular updates to stakeholders and identifying trends for service improvement. The successful candidate will bring strong communication and organisational skills, along with a continuous improvement mindset.
Key Responsibilities
- Receive, document, and track all internal complaints with accuracy and attention to detail.
- Log complaints into internal systems and assign them to relevant team members.
- Monitor the status and timely resolution of all active complaints.
- Maintain clear communication with all parties involved in the resolution process.
- Follow established complaints handling procedures and compliance protocols.
- Identify and report complaint trends to support service improvements.
- Collaborate cross-functionally to address root causes and systemic issues.
- Assist in refining and enhancing the complaints resolution process.
Required Skills and Qualifications
- A relevant degree or equivalent professional experience.
- Strong organisational and time-management skills with the ability to prioritise effectively.
- Excellent verbal and written communication skills.
- Exceptional attention to detail and accuracy in record keeping.
- Ability to work independently and as part of a team.
- Familiarity with CRM or complaint management systems is advantageous.
- Understanding of compliance and regulatory standards in complaints handling.
Desirable
- Previous experience in customer service, conflict resolution, or complaints management.
- Knowledge of property management or similar service industries.
- Experience with service improvement or quality assurance processes.
What We Offer
- A collaborative and people-focused working environment.
- Opportunities for continuous learning and career development.
- A role that contributes directly to enhancing the customer experience.
- Flexible hybrid working arrangement with supportive leadership.
Salary and Benefits
- R18,000 – R20,000 per month (depending on experience)
- 15 days annual leave (plus South African public holidays)
- Monday to Friday, 09:00 – 18:00 (SA time)
- Hybrid work arrangement with occasional visits to Stellenbosch
Please Note
This is a hybrid position. Applicants must be based in the Cape Town/Winelands area or nearby, with the ability to attend occasional in-person meetings in Stellenbosch. A stable internet connection is essential, particularly during load shedding.
This position supports Urang Property Management’s commitment to Employment Equity. In accordance with the Employment Equity Act, preference will be given to suitably qualified South African citizens from designated groups.
Candidates must have legal authorization to work in South Africa. The company reserves the right not to make an appointment.
