814 Sales Account Management jobs in South Africa

Sales & Account Management

R600000 - R1200000 Y Novonesis

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Job Description

Are you ready for a new beginning?

We need your talent, knowledge and dedication to better our world with biology.

Our purpose points the way

In Novonesis, we know that solutions rooted in biology can help solve humanity's biggest challenges. Since we began more than a century ago, this has been our guide. It's how we've gotten so far. And it's how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless.

We're here to better our world with biology.

Job Description & Expected Base Salary

Account Manager for Oil and Fats processers including BioDiesel and Specialty Fats.

Purpose

We are seeking an individual who brings a strong blend of commercial acumen and technical expertise, capable of managing key customer accounts while also understanding and addressing technical needs in processing environments. This position would be to support the Team Lead with the growth and development of Novonesis Oils & Fats in Africa, through a combination of direct customer and distributor management, identifying new opportunities. The position can be based in Johannesburg - South Africa, Nairobi – Kenya, Cairo - Egypt.

Roles and Responsibilities

Primary responsibility to manage direct accounts and distributors and accomplish sales, and profit targets in the assigned region for Novonesis Oils & Fats business.

Provide monthly sales/commercial updates and overall health of the business.

Develop and track and execute customer account plans to ensure aligned strategy with account team.

Co-ordinate and communicate all account activities and plans between customer, technical support and other internal teams to ensure customer requirements are met.

Have fair technical understanding of Oils and Fats plant operations to be able to conduct customer needs dialogue to identify pain points and translate them into potential opportunities.

Identify new partners/ distributors and unlock new opportunities through a combination of market gap analysis, Novonesis portfolio mapping and partner strength.

Collaborate with Novonesis regional and global marketing to formulate plans to grow the business in Oils & Fats via market share gain, penetration and innovations.

Drive sales via the One CRM system to track & maintain opportunity pipeline within the various opportunity stages.

Responsible for negotiating all customers and channel partners contracts to ensure alignment with targets and respective agreed pricing guidance.

Guide the potential market opportunities, whilst collaborating with regulatory to ensure smooth logistic operations of new products.

Work closely with demand planner to ensure updated customer forecasts, opportunities and demand plans

Be able to represent Novonesis on industry forums and be the voice of our solutions in trade shows and conferences, when needed.

Qualifications and Experience

Degree in Biotechnology, Chemical Engineering or a related field; advanced degree preferred.

Minimum 5 years of commercial experience Oils & Fats, or related industries would be advantageous.

Enzyme knowledge would be an advantage.

Willingness to travel extensively within the Africa region.

Key Competencies

Effective communicator with excellent interpersonal abilities

Self-motivated and capable of working independently

Project management and cross-cultural collaboration

Customer-focused with a solution-oriented mindset

Strong problem-solving and analytical skills

Could our purpose be yours? Then apply today

At Novonesis we commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We recommend you not to attach a cover letter to your application. Instead, please include a few sentences in your resume/CV about why you are applying. To ensure a fair recruitment process, please refrain from adding a photo in your resume/CV.

Novonesis is dedicated to fostering a unique community by embracing and respecting differences. We make all employment decisions based on business needs, ensuring that every individual can thrive, regardless of identity or background such as ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.

Want to learn more?

Learn more about Novonesis, our purpose, and your career opportunities at

Not the right fit for you?

Even if this job isn't the right fit for you, perhaps you know someone who might find it interesting. If so, please feel free to share the job link and encourage them to apply. Thank you for your referral Please check out our other open positions. The right fit for you could just be a few clicks away.

Stay alert: Avoid recruitment scams

At Novonesis, we are committed to maintaining a safe and transparent recruitment process. Please be aware of potential scams targeting job seekers and take note of the following:

  • Novonesis will never ask for sensitive personal information, such as bank account details, Social Security numbers, or passwords, at any stage of the hiring process.
  • Novonesis does not make employment offers without conducting interviews with candidates.

If you receive suspicious communication claiming to be from Novonesis, please do not share any personal or financial information. We encourage you to verify the legitimacy of the message by contacting us directly through our official channels.

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Key Account Management

R90000 - R120000 Y SATSA

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  • key account management production inbound tourismdmc cape town southern suburbs

Key Account Management (Production): Inbound Tourism/DMC, Cape Town Southern Suburbs

Career Dynamics Global

Cape Town, Western Cape

Full Time

Posted

5 days ago

Apply to this position

Role:
Key Account Management: Production, Inbound Tourism/DMC

Location:
CPT Southern Suburbs – Office based – Monday to Friday

Salary:
Highly Negotiable based on current earnings and experience.

Benefits Included

  • Leading Inbound Tour Operator – specializing in Southern Africa, including SA, Botswana, Namibia, Zambia, Zimbabwe, and Mozambique.
  • Our client is looking for a Key Account Manager (Production) to be based at their offices in CPT Southern Suburbs.
  • An excellent opportunity to join the team and develop your career. In charge of Leisure Groups Production. Quoting and Costings.
  • As a Senior Key Account Manager your main role is to retain top customers and nurture those key relationships over time.

Requirements And Skills

  • Senior level – Minimum 5 years' Experience as KAM at an Inbound Tour Operator/DMC
  • Quoting & Costings for inbound Groups and Group series from Europe and USA for Southern

Africa (Namibia/Botswana/Zimbabwe/Zambia/Mozambique)

  • Product knowledge essential
  • Negotiating with suppliers & Liaising with long established clients
  • Liaising with the groups consultants who handle the operations and logistics.
  • Experience in providing solutions based on customer needs.
  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
  • Excellent organizational skills, Ability in problem-solving and negotiation
  • MS Office (Word, Excel & PowerPoint) (TOURPLAN, WETU are a PLUS)
  • Fluent in English and have excellent written and verbal communication skills.

Responsibilities Will Include, But Not Limited To

  • In charge of Leisure Groups Production. 3-4 Star Accommodation.
  • Develop trust relationships with a client. Acquire a thorough understanding of key customer needs and requirements.
  • Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
  • Ensure the correct products and services are delivered to customers in a timely manner.
  • Quotes, itineraries, reservations
  • Serve as the link of communication between agents and operations.
  • Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
  • Play part in generating new sales (with the marketing / sales team) that will turn into long-lasting relationships.
  • Be able to prepare regular reports of progress and forecasts for the director.

Please email your CV & Qualifications to and/or

Connect to our LinkedIn page -

Location

Cape Town

Apply to this position

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Contact Information

SATSA

Ground Floor, Rosebank Terrace North

23 Sturdee Avenue, Rosebank

Johannesburg, Gauteng 2196

South Africa

Phone:

Email:

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Customer Relations Executive

Collinson

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Job Description

Purpose of the job

To handle all complaints received in accordance with 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.

Key Responsibilities

  • To respond to all complaints received by our customers and representatives, meeting our obligations as a company and our governing regulations.
  • To adhere to all company protocols and procedures
  • To adhere to FCA and CBI rules and Non UK 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, following correct company procedure.
  • 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 FCA regulations.
  • Escalate training and competency issues to the Complaints Manager and relevant Team Leaders.
  • To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
  • To carry out any other ad hoc duties consistent with the position that may be required.

Knowledge, skills, and experience required

  • Knowledge and understanding of travel claims/products and or assistance experience (Essential).
  • Language for this role , either German, French or Portuguese
  • An understanding of Personal accident products and industry (Desirable).
  • Knowledge and understanding of complaint handling and insurance regulation, FCA guidelines (Essential).
  • An understanding and knowledge of the FOS and FSPO (Desirable)
  • Excellent verbal and written communication skills (Essential).
  • Excellent customer service skills (Essential).
  • Confident in dealing with deadlines and delivering to targets and objectives.
  • 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.

Person Specification

  • Self- motivated with the ability to work on their own initiative and to manage the work assigned to them
  • Providing excellent customer service with a passion

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Customer Relations Manager

Johannesburg, Gauteng JenRecruitment PTY Ltd

Posted 2 days ago

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Job Description

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.

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.

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Customer Relations Manager

Johannesburg, Gauteng JenRecruitment

Posted 2 days ago

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Job Description

Customer Relations Manager requiredin Johannesburg.

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.

Salary: R20 000 – R30 000 per month.

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.

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Customer Relations Representative

Gauteng, Gauteng Measured Ability

Posted 3 days ago

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Job Description

Job title: City Manager

Job Location: Gauteng, Johannesburg

Deadline: April 14

Minimum Requirements:

  1. A Bachelor's Degree in Public Management, Political Science, Social Sciences, Law or equivalent qualification
  2. Comply with the MFMA unit standards as prescribed by Regulation of 15 June as published in Government Gazette of 15 June
  3. A Master's Degree in management sciences will be an added advantage
  4. 10 years relevant extensive experience at a Senior Management Level
  5. Proven experience in successful institutional transformation within public or private sector
  6. Advanced knowledge and understanding of relevant policy and legislation
  7. Advanced understanding of institutional governance systems and performance management
  8. Advanced understanding of council operations and delegation of powers
  9. Good governance
  10. Audit and risk management establishment and functionality
  11. Budget and finance management
  12. Ability in making high risk decisions of a long term and strategic nature
  13. The applicant shall undergo a competency assessment in terms of Annexure A (competency framework for Senior Manager) of Notice 21 published in Government Gazette 17 January
  14. Applicant shall undergo security vetting
  15. Good command of the English language
  16. Computer literate
  17. Experience and exposure in Public Administration and service delivery environment is an advantage
  18. Decision making, Facilitation, Strategic Planning and Project Management
  19. Strategic Capability and Leadership, Programme and Project Management, Research, Report writing, Presentation, Analytical, Motivational
  20. Good verbal communication (including presentation and public speaking) skills
  21. Good written communication (Report writing, PowerPoint presentation, etc.)

Primary Function:

As the Administrative Head and Accounting Officer – To lead, direct and supervise service delivery programmes by delegating responsibility and authority to functional senior managers with the necessary intellectual capacity, competencies and experience to help deepen democracy and accountability in order to improve the capacity of the City to perform her functions and improve service delivery to communities. To strategically lead and manage the administration of the City of Johannesburg (CoJ) to ensure that the CoJ becomes the leading African City.

The City Manager reports to the Executive Mayor of the CoJ and will manage a team of senior managers with diverse portfolios.

The incumbent will be responsible and accountable for the following: Key Performance Areas

  1. Lead the Municipality's Administration in such a manner that a culture of performance and service delivery excellence is pursued and sustained.
  2. Direct, coordinate and implement the Municipality's Integrated Development Plan, including development of policies and procedures to facilitate effective community participation.
  3. Provide sound advisory and strategic support to the Executive Mayor, Mayoral Committee and Political Structures of Council.
  4. Manage the Administration of the Municipality to fulfil the objectives of the CoJ 5 Years Strategic Plan.
  5. Facilitate and foster sound stakeholder relationships with all key stakeholders such as the community, the administration, the political arm, the business community, tertiary, academic and research institutions as well as the diplomatic core.
  6. Ensure that financial practices of the CoJ embrace the principles of developmental finance, thereby advancing effective delivery of the City's Development Strategy.
  7. Ensure adherence to all legislation governing local government.
  8. Accountable for fiscal responsibility and governance.
  9. Provision of development and town planning services, technical services, community services, financial management services and corporate support services.
  10. Provide organizing of staffing in line with the Municipal Systems Act.
  11. Ensure effective control of Financial and Human Resources.
  12. Manage specific administrative and reporting requirements associated with the Office as delegated to the Executive Director: Private Office of the City Manager.
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Customer Relations Executive

Cape Town, Western Cape Collinson

Posted 3 days ago

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Job Description

Overview

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.

Purpose of the job

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.

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 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, 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).

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Customer Relations Manager

Johannesburg, Gauteng Jenrecruitment

Posted 4 days ago

Job Viewed

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Job Description

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.  

This advertiser has chosen not to accept applicants from your region.

Customer Relations Graduate

Johannesburg, Gauteng People Source

Posted 6 days ago

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Job Description

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.

This advertiser has chosen not to accept applicants from your region.

Customer Relations Executive

R60000 - R120000 Y COLLINSON

Posted today

Job Viewed

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Job Description

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).

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