899 Customer Relations 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 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 helpthem 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 experiencesprogramme, while we are also the trusted partner behind many of the leading financial services, airlineand hotel brand’s reward programmes and loyalty initiatives.

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

• 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 Teamcustomers, 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 prevent ing future complaints.
• To keep accurate and detailed records of all complaints, on Freshdesk, following correct companyprocedure 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 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).

Have you managed a high performing Customer Relations / Retentions team, with a proven track record of implementing efficient SOP’s and have the ability to work in a fast-paced environment?

Our client based in Paarl requires the expertise of an individual who will lead and develop a dynamic customer retentions team who will drive accountability by ensuring payments are made on time, service excellence, and consistent performance.

You’ll play a hands-on role in guiding daily operations and building a positive and results-focused team culture.

Requirements:

• Matric
• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

Duties and Responsibilities: :

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues.
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
  closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement

• Matric
• 3 5 years experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues.
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
• closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement

You will build and maintain strong Client relationships, schedule project delivery, manage Client feedback and satisfaction, and capture Client requirements, among other responsibilities. The successful candidate will be joining a fun and supportive team who value each others input. We encourage individuals to put forward innovative ideas on how we can work smarter and provide a better experience for our Clients. This role is one that requires a solutions-focused and proactive individual who shows initiative, you are making important day-to-day business decisions and need to be self-motivated, escalating as required. You are required to interface internally and externally. You will play a key role in ensuring our Clients receive a high-quality service through managing the often complex logistics surrounding the delivery of our services.

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

Overview

Our Wealth practice is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.

This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP / CFA designation and is eager to build long-term client relationships within a professional practice environment.

• Serve as the primary relationship manager for an allocated portfolio of clients.
• Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.
• Provide support with client onboarding, compliance documentation, and reporting.
• Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.
• Maintain accurate records of client interactions and ensure regulatory compliance.
• Assist with client reviews, preparation of reports, and follow-ups after meetings.
• Identify opportunities to add value and strengthen client relationships.

• NQF Level 6 or 7 qualification in Accounting, Finance, or related field.
• Currently studying towards or holding a CFP (Certified Financial Planner) or CFA (Chartered Financial Analyst) designation.
• Strong communication and relationship management skills.
• Excellent organizational skills with attention to compliance and deadlines.
• Ability to manage multiple clients in a structured, professional manner.

• Professional, ethical, and client-focused mindset.
• Solid understanding of accounting / tax processes with exposure to financial planning concepts.
• Analytical and problem-solving abilities.
• Proactive, adaptable, and detail oriented.

Monday - Friday, 08:00 – 17:00

Based on qualifications and experience when applying please advise your salary expectations.

If you do not hear from us within 14 days, please consider your application for this role unsuccessful. By submitting your application for this position, you consent to the retention of your personal information in our database for future employment opportunities. You also grant permission for your details to be reviewed by third parties solely for recruitment and employment purposes. Additionally, you confirm that all information provided is accurate and truthful.

Our Wealth practice is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.

This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP® / CFA® designation and is eager to build long-term client relationships within a professional practice environment.

Key Responsibilities

• Serve as the primary relationship manager for an allocated portfolio of clients.

• Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.

• Provide support with client onboarding, compliance documentation, and reporting.

• Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.

• Maintain accurate records of client interactions and ensure regulatory compliance.

• Assist with client reviews, preparation of reports, and follow-ups after meetings.

• Identify opportunities to add value and strengthen client relationships.

Minimum Requirements

• NQF Level 6 or 7 qualification in Accounting, Finance, or related field.

• Currently studying towards or holding a CFP® (Certified Financial Planner) or CFA® (Chartered Financial Analyst) designation.

• Strong communication and relationship management skills.

• Excellent organizational skills with attention to compliance and deadlines.

• Ability to manage multiple clients in a structured, professional manner.

Desired Attributes

• Professional, ethical, and client-focused mindset.

• Solid understanding of accounting/tax processes with exposure to financial planning concepts.

• Analytical and problem-solving abilities.

• Proactive, adaptable, and detail oriented.

Working Hours

Monday - Friday, 08:00 – 17:00

Remuneration

Based on qualifications and experience when applying please advise your salary expectations.

Important:

If you do not hear from us within 14 days, please consider your application for this role unsuccessful. By submitting your application for this position, you consent to the retention of your personal information in our database for future employment opportunities. You also grant permission for your details to be reviewed by third parties solely for recruitment and employment purposes. Additionally, you confirm that all information provided is accurate and truthful.