222 Client Assistance jobs in South Africa

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years' experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives.

Purpose of the job

To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.

Key Responsibilities

• To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.

• To adhere to all company protocols and procedures

• To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
• To carryout full thorough and fair investigations of all complaints received.
• Manage own workloads in a smart and effective way.

• Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.

• To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .

• To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.

• Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.

• To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
• To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
• To manage and be responsible for any Compensation payments and managing the log and finance for these payments
• To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
• Ensure all customer communications are processed accurately and within defined timelines.
• Maintain accuracy in claims assessment and processing.
• Deliver high-quality customer service, both internally and externally.
• Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.

· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.

• Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
• Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.

Knowledge, person specification, skills and experience required

• Knowledge and understanding of complaint handling and ADR (Essential).
• Excellent verbal and written communication skills (Essential).
• Knowledge of the Travel Experience products and Customers (Desirable)
• Excellent customer service skills (Essential).
• Confident in dealing with deadlines and delivering to targets and objectives.
• Knowledge and Understanding of the GDPR regulations and rules (Essential)
• Knowledge of Travel and appropriate Systems (Desirable)
• Attention to detail with good time management.
• Computer literate.
• Adaptable to change and flexibility to deal with any tasks as required and a good team worker

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Job Title:

Customer Relations Assistant

Position Overview:

We are seeking a highly organised and articulate individual to join a globally active organisation with its roots in Europe and a growing footprint in Southern Africa. This junior to mid-level role will be the first Customer Relations team member based in the Johannesburg office. You will report remotely to a Team Manager based in Zurich and collaborate with a small international team dedicated to client experience and communication excellence.

This is not a sales or business development role. You will primarily be handling inbound client communication, mostly via email, with a strong focus on clear, concise, and strategically aligned responses. The ideal candidate will be proactive, adaptable, and capable of working independently, while coordinating closely with colleagues across departments and time zones.

In addition to customer interaction, the role includes contributing to the company's growing communications and content function. You will assist with updating web content, coordinating digital presence, supporting the preparation of press materials, and shaping a consistent tone for the brand across platforms.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries via email
• Manage expectations and maintain high client satisfaction
• Liaise internally to resolve customer requests and ensure smooth communication flow
• Maintain and update onboarding guides, FAQs, and internal reference documents
• Build and maintain accurate distribution lists
• Support the launch of a digital and social media presence for the company
• Update website content regularly in collaboration with management
• Assist with the scheduling and preparation of client business review meetings

Essential Skills & Attributes:

• Sharp attention to detail and a methodical approach
• Strong written and verbal communication across all levels
• Customer-centric, with the ability to anticipate needs and resolve queries with care
• Confident working independently while collaborating across functions
• Assertive yet respectful in tone and delivery
• Excellent time management and organisational skills
• Proactive mindset with the ability to suggest improvements and pre-empt issues
• Professional written English and adaptability in tone depending on the audience

This role offers the opportunity to be part of a close-knit international team, contribute to a growing local presence, and help shape how the brand is experienced by its customers around the world

Job Type: Full-time

Pay: From R25 000,00 per month

Ability to commute/relocate:

• Sandton, Gauteng 2196: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Digital Marketing: 2 years (Required)

Language:

• English 1st (Required)

Work Location: In person

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a vacancy exists for a dynamic and driven CUSTOMER RELATIONS MANAGER to join a team based at our Cape Town Offices. This role reports directly to Managing Executive, in the Cleaning Business Unit.

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a vacancy exists for a dynamic and driven CUSTOMER RELATIONS MANAGER to join a team based at our Cape Town Offices. This role reports directly to Managing Executive, in the Cleaning Business Unit.

• Matric
• Diploma in business management or equivalent
• Minimum of 5 years' relevant experience in customer relationship management in Contract Cleaning or related service industry
• At least 2 years managing a team of customer relationship managers
• Strong business acumen (numerically strong)
• Good project management Skills
• Own Vehicle and valid driver's licence
• Display exceptionally high service and quality standards
• An innovative approach to problem-solving and strong analytical skills
• Advanced Microsoft skills must be competent in Microsoft Word, Excel, PowerPoint and Outlook

Manage Top 20 existing customers relationships within SLA

Timeously attend to notifications of termination and make every effort to retain the customer

Work with Sales on re-bidding on existing customers to retain

Negotiating and implementing price increases for top 20 customers nationally

Analyse profitability of key customers and manage those relationships within the SLA

Debtors management of top 20 customers, together with the Regional Manager engage with customer to resolve account queries

Identify and work with Sales to develop all sales opportunities in existing customer base

Cross BU engagement and collaboration within the Servest eco system

Build and manage a team of Customer Relationship consultants to deliver the retention strategy through them

Team skills development and support

Purpose of the job

To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.

Key Responsibilities

· To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.

· To adhere to all company protocols and procedures

· To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.

· To carryout full thorough and fair investigations of all complaints received.

· Manage own workloads in a smart and effective way.

· Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.

· To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .

· To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.

· Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.

· To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.

· To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.

· To manage and be responsible for any Compensation payments and managing the log and finance for these payments

· To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures

· Ensure all customer communications are processed accurately and within defined timelines.

· Maintain accuracy in claims assessment and processing.

· Deliver high-quality customer service, both internally and externally.

· Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.

· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.

· Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.

· Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.

Knowledge, person specification, skills and experience required

· Knowledge and understanding of complaint handling and ADR (Essential).

· Excellent verbal and written communication skills (Essential).

· Knowledge of the Travel Experience products and Customers (Desirable)

· Excellent customer service skills (Essential).

· Confident in dealing with deadlines and delivering to targets and objectives.

· Knowledge and Understanding of the GDPR regulations and rules (Essential)

· Knowledge of Travel and appropriate Systems (Desirable)

· Attention to detail with good time management.

· Computer literate.

· Adaptable to change and flexibility to deal with any tasks as required and a good team worker

Main Duties And Responsibilities:

• Relationship Manager's role is typically responsible for customer relationships after the sale or service process is complete, and they continue to work with customers to keep them up to              date on products and services to maintain that relationship.

• Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features,                    particularly those related to safety.

• Building long-term relationships with customers and establishing brand loyalty.

• Attend to clients complaints and resolve issues promptly.

• Work with internal departments to ensure company meets clients’ expectations.

• Oversee customer relationship management system.

Requirements :

Automotive industry and preferably form an OEM environment.

• Dealership support, 
• Technical questions, 
• After Sales customer service
• Recalls 
• Cost management 
• Customer / Partner / Supplier relations
• Manage a small staff compliment
• Reports into Director Level
• Must be able to communicate well (in all forms)
• Excellent computer skills (software) and be able to compile reports at executive level

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
Responsible for customer policy maintenance by obtaining and capturing information from the relevant parties. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

Responsibilities
Customer Service

Attend to all VIP projects, VIP Business Key Managers, VIP Customers and Brokers / Business partners calls and emails.

Assist VIP clients and VIP brokers in resolving queries via telephone and email.

Adhere to customer service centre processes and procedures (e.g. work standards, schedule adherence, workflow processes etc.)

Ensure quality standards are met (e.g. accurate data capture, accuracy and relevance of information provided, customer retention - SQA evaluations as source)

Support VIP customer retention to meet customer needs.

Inform VIP clients on returned debit orders and resubmission of debit orders, provide them with documents and manual letters and provide relevant solutions to VIP customer queries.

Assist with refunds: dual insurance, error in billing, cancel credits etc.

Log errors relating to policy renewals and system errors.

Customer Relationship Management

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Build, maintain and manage relationships with all internal and external stakeholders.

Sales Opportunities

Identify the products or services that best meet the

customer's stated needs, explain the selection to the

customer, and influence the customer to make a purchase - Up selling to existing VIP clients to ensure they are adequately insured.

Re-selling policies/Reinstatements.

Customer Needs and Analysis

Responsible for investigating policies, by doing a deep dive exploration, listening to calls and providing a summary.

Providing product information to VIP clients to ensure they understand their cover.

Refund and equalise premiums as needed.

Administration on policy amendments, including adding cover, removing cover, correcting sum insured etc.

Assist with underwriting cancellations and customer retentions.

Assist in providing better packages/premiums to clients.

Insights and Reporting

Extract and combine data to generate standard reports.

Analyse management information on trends and report daily, weekly and monthly on shareholder sales, outstanding requirements, and other trends identified.

Report monthly on VIP queries, amendments, annual policies, and other trends as identified.

Operational Compliance

Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education
Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience
2 to 3 years' work experience in an insurance environment (Essential);

1 year call centre experience in Financial services industry

(Advantageous)

Client Services experience (Advantageous);

Domestic and commercial underwriting experience (Advantageous).

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.

Our client, a software provider in the healthcare industry, is in search of a passionate individual to join their Customer Relations (Retention) team. To liaise with a niche of healthcare practitioners, the ideal candidate is tactful with a high degree of professionalism.

Duties and Responsibilities:

• Build and maintain relationships with clients
• Technical knowledge of our system
• Resolve client issues quickly and efficiently
• Liaise with various departments to resolve issues
• Provide system training to clients
• Assist clients with system installations
• Keep clients updated on latest products
• Willing to travel
• Weekly reports and daily admin.

Skills:

• Medical Industry experience - an advantage
• Excellent communication skills - email, telephonic and face-to-face
• Computer skills - Microsoft word and excel
• Self-motivated
• Attention to detail

Requirements:

• At least 1 year of experience as a Consultant in Medical Aid/Healthcare Software.
• Driver's license and own reliable vehicle.
• Ability to travel locally.

Qualifications:

• Matric certificate.

CTC includes Medical Aid.

Please answer all screening questions for consideration.

Job Type: Full-time

Pay: From R15 000,00 per month

Application Question(s):

• What is a tariff code?
• What is an ICD-10 code?

Education:

• High School (matric) (Required)

Experience:

• Customer Care: 1 year (Required)
• Healthcare/Medical Aid Industry: 1 year (Preferred)

License/Certification:

• Driver's license and own reliable vehicle (Required)

Work Location: In person

Our client, a software provider in the healthcare industry, is in search of a passionate individual to join their Customer Relations (Retention) team. To liaise with a niche of healthcare practitioners, the ideal candidate is tactful with a high degree of professionalism.

Duties and Responsibilities:

• Build and maintain relationships with clients
• Technical knowledge of our system
• Resolve client issues quickly and efficiently
• Liaise with various departments to resolve issues
• Provide system training to clients
• Assist clients with system installations
• Keep clients updated on latest products
• Willing to travel
• Weekly reports and daily admin.

Skills:

• Medical Industry experience - an advantage
• Excellent communication skills - email, telephonic and face-to-face
• Computer skills - Microsoft word and excel
• Self-motivated
• Attention to detail

Requirements:

• At least 1 year of experience as a Consultant in Medical Aid/Healthcare Software.
• Driver's license and own reliable vehicle.
• Ability to travel locally.

Qualifications:

• Matric certificate.

CTC includes Medical Aid.

Please answer all screening questions for consideration.

Job Type: Full-time

Pay: From R15 000,00 per month

Application Question(s):

• What is a tariff code?
• What is an ICD-10 code?

Education:

• High School (matric) (Required)

Experience:

• Customer Care: 1 year (Required)
• Healthcare/Medical Aid Industry: 1 year (Required)

License/Certification:

• Driver's license and own reliable vehicle (Required)

Work Location: On the road