Overview
Customer Relationship Consultant Jobs in Johannesburg at centracom
Job Title: Customer Relations Consultant
Purpose of the Role
The Customer Relations Consultant is responsible for managing and strengthening relationships with customers by ensuring a consistent, professional, and solution-focused service experience. The role focuses on customer satisfaction, retention, communication, and proactive engagement across the customer lifecycle.
Key Responsibilities
1. Customer Relationship Management
- Serve as the primary point of contact for assigned customers.
- Build and maintain strong, long-term client relationships.
- Conduct regular check-ins with key customers.
- Ensure customer expectations are clearly understood and managed.
- Onboard new customers, including providing training on invoicing and operational processes.
2. Service Experience Oversight
- Monitor support tickets and service issues to identify trends.
- Escalate unresolved matters internally where required.
- Follow up with customers post-resolution to confirm satisfaction.
- Identify recurring issues and report trends to management.
3. Retention and Account Health
- Monitor account activity, usage patterns, and potential churn risks.
- Proactively engage at-risk customers
- Support renewal processes and contract continuity.
- Work closely with Sales and Technical teams to protect revenue.
4. Communication and Reporting
- Communicate service updates, outages, and product changes to customers
- Prepare and present customer performance reports where required
- Maintain accurate CRM records and documentation
5. Continuous Improvement
- Gather customer feedback and recommend service improvements
- Contribute to internal process refinement based on client input
- Identify opportunities for value-added services or upselling, where appropriate
Minimum Requirements
- Matric certificate
- Relevant qualification in Business, Communications, or similar, advantageous
- 2 to 5 years’ experience in customer service, account management, or telecommunications
- Strong verbal and written communication skills
- Experience working with CRM systems
- Ability to manage multiple accounts and priorities
Key Competencies
- Professional and confident communication
- Problem-solving and conflict management
- Attention to detail
- Strong organisational skills
- Customer-centric mindset
- Ability to work under pressure
Job Type: Full-time
Work Location: In person
Title: Customer Relationship Consultant
Company: centracom
Location: Johannesburg
