Customer Experience Consultant

Senwes is looking for a Customer Experience Consultant to serve as the central point of contact for all customer interactions, feedback, complaints, and service-related enquiries across the organisation. The role ensures a seamless customer experience by managing communication channels, coordinating issue resolution, maintaining customer records, and providing actionable insights to improve service delivery.

Key Duties and Responsibilities

• Manage customer enquiries, complaints, and service requests across all communication channels, ensuring professional, timely, and customer-focused support in line with service standards.
• Investigate, resolve, and monitor customer complaints, escalating where necessary and identifying recurring issues to drive continuous service improvement.
• Gather and analyse customer feedback, maintain strong stakeholder relationships, and use insights to enhance customer satisfaction and service delivery.
• Maintain accurate customer records, prepare service reports, and provide actionable insights to support informed decision-making and improve the customer experience.

Qualifications and experience: National Senior Certificate (Matric); a Diploma or Certificate in Customer Service, Communication, Business Administration, or a related field will be advantageous. At least 2 years’ experience in a call centre, customer service, customer support, or client relations environment. Knowledge of customer service principles, complaint resolution, and escalation processes. Experience using CRM or customer service management systems. Strong communication skills with the ability to engage effectively with customers across multiple channels.

Skills: Strong customer service orientation with excellent communication and interpersonal skills. Proven ability to manage customer complaints, resolve conflicts, and make sound decisions. Strong problem-solving, stakeholder management, and relationship-building capabilities. Ability to analyse data, compile reports, and provide meaningful insights. High level of administrative accuracy, record-keeping, time management, and prioritisation skills. Experience managing multiple customer communication channels in a fast-paced environment.

Closing date: 09 June 2026

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• We are committed to transformation through the appointment of persons from designated groups and potential candidates from these groups will enjoy preference.
• Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances.
• Should we not have contacted you within six weeks of the closing date, you may assume that your application has been unsuccessful.