Customer Service Relationship Consultant

Minimum Requirements:

• Grade 12.
• Vehicle and a valid Driver’s License.
• Essential: Registered Debt Counsellor
• Proven experience in customer service, client relations, or a similar customer-facing role.
• Proficient in Microsoft Office.
• Exceptional communication and interpersonal skills.
• Strong problem-solving skills and attention to detail.
• Ability to multi-task, manage time effectively, and prioritise work in a fast-paced environment.
• A high degree of empathy, patience, and a customer-oriented approach.

Key Responsibilities:

• Campaign Management: Create, manage, and optimise dialer campaigns (predictive, preview, and progressive) to ensure optimal agent performance and contact rates.
• Real-Time Monitoring: Track live dialer performance and adjust pacing or campaign strategies to respond to operational needs.
• Strategic Collaboration: Work closely with campaign managers, operations, compliance, and IT teams to implement efficient and compliant calling strategies.
• Compliance Oversight: Ensure adherence to internal policies and industry regulations, performing regular audits and quality checks.
• Reporting & Analysis: Generate comprehensive reports on dialer activity, including contact rates, conversions, agent productivity, and campaign effectiveness.
• Issue Resolution: Act as the primary point of contact for dialer-related issues, coordinating with IT support and external vendors as required.
• Training & Support: Provide training and ongoing support to team leaders and agents on dialer functionality and best practices.
• Forecasting & Planning: Align dialer activity with business goals and staffing levels through strategic planning and forecasting.

Closing Date:
Submissions for this vacancy will close on 12 June 2025, however, you will still have the opportunity to submit your CV for this position till 7 July 2025.

Please Note:
Thank you for submitting your CV to Marvel Placement Consultants. We value your submission, and we try our utmost best to get back to each applicant. However, should your application be successful, we will be in contact with you. Should you not hear from us within two weeks of application, please consider your application as unsuccessful. We are however recruitment specialists and will keep your details on our database for possible future opportunities.

PoPI Act:
Please note that Marvel Placement Consultants adhere to the POPI Act (Act No. 4 of 2013: Protection of Personal Information Act, 2013). Section 9 of PoPI states that “Personal Information may only be processed if, given the purpose for which it is processed, it is adequate, relevant and not excessive”.