Senior Officer: Customer Interaction & Relationships

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Manager: Customer Experience Centre, the successful incumbent is responsible for creating an ongoing level of engagement with key customers, build trusting relationships with customers, and protecting the brand by maintaining the positive image of the company.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Public Relations/ Marketing / Communications related qualification.
• Relevant 4 years’ experience in Customer Interaction and Relationship environment.  

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Proficient with PowerPoint, Excel, Word, and MS Project.
• Strong understanding of operations.
• Project management.
• Digital and social media marketing insights.
• Customer relationship management.
• Communication.

KEY PERFORMANCE AREAS

Customer interaction and relationship

• Implement a customer relationship strategy and framework.
• Build and maintain relationships with key customers.
• Oversee the relationship with customers handled by the customer experience team.
• Ensure that customer complaints are resolved quickly and efficiently.
• Keep customers updated on the latest claims processes and developments in order to drive efficiency and deliver on company’s mandate to process claims in 120 days.
• Contribute to research to ensure expansion of claims operations to increase customer base.
• Continuously understand customer needs and find innovative ways to address them.
• Collate and analyse customer expressions of dissatisfaction and complaints.
• Enforce systems to collect, process and address customer feedback to ensure agreed initiatives are implemented and complaints are resolved efficiently.
• Support provision of inclusive Power solutions in line with identified customer needs.
• Continuously identify opportunities to improve the customer experience.

Reporting  

• Prepare and submit reports as and when required to provide progress updates and/or inform management decisions.
• Implement policies/ procedures and guide the process through the alignment of the documents to the overall company’s Strategy.
• Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in report format.

 Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders and progressively manage the relationships.
• Communicate with all levels of stakeholder contact.
• Represent the Fund in relevant external activities and events.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591