Customer Service Relationship Consultant

SUMMARY:
Customer Service Relationship Consultant
We are recruiting for a Customer Service Relationship Consultant to join our client’s team in the debt counselling industry based in Kempton Park, Gauteng. The ideal candidate will be a registered Debt Counsellor with excellent interpersonal skills, a strong customer-first mindset, and a proven track record of delivering outstanding service. This role is instrumental in enhancing customer satisfaction, ensuring retention, and maintaining the company’s reputation for service excellence.

POSITION INFO:
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.

• 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.