Overview
Service Excellence Advisor Jobs in Durban, KwaZulu-Natal, South Africa at CXP are now part of the Huntswood Group
Title: Service Excellence Advisor
Company: CXP are now part of the Huntswood Group
Location: Durban, KwaZulu-Natal, South Africa
Job Description
Be the Difference for Our Customers!
Do you thrive on solving problems, taking ownership, and turning frustrated customers into loyal advocates?
We’re looking for a passionate Service Excellence Advisor to join our team and play a key role in delivering outstanding customer experiences. If you’re a natural problem solver, enjoy working in a fast-paced environment, and are committed to finding the right solution for every customer, we’d love to hear from you.
What will you be doing?
- Manage and resolve customer repair concerns and escalations with professionalism and empathy.
- Take ownership of customer cases from initial contact through to resolution.
- Liaise with repair agents, service providers, and internal departments to drive timely resolutions.
- Arrange appliance replacements when repairs are not viable or economically feasible.
- Investigate customer concerns and identify the most appropriate resolution.
- Keep customers informed every step of the way, managing expectations and providing regular updates.
- Accurately document customer interactions, actions taken, and outcomes achieved.
- Support customers with repair-related queries and provide guidance on available options.
- Collaborate with internal stakeholders to continuously improve customer outcomes and service delivery.
- Adhere to company policies, compliance requirements, and quality standards
Job Requirements
- Minimum 12 months’ experience in a customer service role, with a proven ability to deliver excellent customer outcomes.
- Matric /NQF Level 4 equivalent
- Experience working with customer claims, insurance, appliance repairs, product replacement, or settlement processes is advantageous.
- Contact centre experience within the last 6 months
- Experience handling escalated customer queries or complaints
- Strong communication, problem-solving, and relationship-building skills
- Ability to manage multiple cases and work to deadlines
- Excellent attention to detail and administrative accuracy
Why Join Us?
- Be part of a supportive and collaborative team.
- Make a real difference to customers when they need us most.
- Develop valuable insurance and customer service expertise.
- Enjoy a role where no two days are the same.
Core Behaviours
Huntswood a ResultCX company employees have:
A Winning Mindset
Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.
Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.
Servant Leadership
Enable and Empower all Employees – Our employees are the heart of our success
Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.
Deliver WOW!
Own It – Take personal responsibility for getting things done, find a way.
Deliver Unbelievable Service – Create “WOW” moments for your customers every time.
- Subject to HW incentive & remuneration policies, speak to your recruiter for more information.
Apply