eThekwini: Complaints Advisor Group 4 posted by Customer Experience People SA Ltd

March 18, 2026 Jobs in eThekwini

Customer Experience People SA Ltd

KwaZulu-Natal

Customer service / support

Job Description

About the Role

As a Complaints Advisor in our eThekwini team, you will be responsible for handling inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries, and completing end-to-end case assessments in a regulated environment. You will also perform data cleansing to ensure customer records and documents are accurate and complete before progressing each case.

Key Responsibilities

Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
Maintain accurate case notes, audit trails, and documentation in line with scheme requirements
Deliver high-quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
Manage customer cases and complaints end-to-end, ensuring decisions align with regulatory standards
Conduct comprehensive case reviews, gathering evidence and validating information
Handle objections, evidence reviews, and case reconsiderations
Identify and escalate complex queries, complaints, and vulnerable customer cases

Requirements

Minimum of a Matric/NQF 4 qualification
Min 1-year unbroken previous experience in a fast-paced telephony environment, complaints handling, or case management is essential

Qualifications

No qualifications mentioned in the original job description.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Customer service / support Jobs in KwaZulu-Natal

In KwaZulu-Natal, the customer service and support industry is typically a growing sector, driven by the increasing need for effective communication and problem-solving skills in various sectors. As a result, this field offers a range of opportunities for individuals who are passionate about delivering exceptional service to clients and customers. Generally, career progression in this field can lead to more senior roles with greater responsibility and higher earning potential.

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Typically, salaries for customer service and support professionals in KwaZulu-Natal fall within the broad range of R300 000 to R600 000 per annum, depending on factors such as experience, company size, industry sector, and specific job requirements. However, please note that these figures are general estimates and actual salaries can vary significantly.

Common skills required for customer service and support roles include excellent communication and interpersonal skills, problem-solving abilities, a strong work ethic, attention to detail, adaptability, and technical proficiency in tools such as CRM software or helpdesk platforms. Often, candidates with experience in sales, marketing, or human resources also possess valuable transferable skills that can be applied to these types of roles.

Many industries commonly employ customer service and support professionals, including financial services sector, technology industry, manufacturing sector, and e-commerce companies. The demand for skilled customer-facing staff is high across various sectors, making this a versatile field with opportunities for growth.

Career development in customer service and support often involves progressing to more senior roles such as team leader or supervisor, where individuals can develop their leadership skills, mentor others, and contribute to the overall strategy of the organisation. Typically, employees in these roles have several years of experience under their belt, and may also have opportunities for career advancement into management positions or specialist roles within the company.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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