Customer Service Advocate

Join Core Group and help us deliver exceptional service experiences to our customers.

We are looking for a confident, customer-focused and highly communicative Customer Service Advocate to join our Service Centre team.

This role is ideal for someone who genuinely enjoys engaging with customers, solving problems and taking ownership of customer queries from start to finish. You will communicate with customers regarding repairs, quotations, parts availability and service updates, while ensuring that every interaction is handled professionally, accurately and within agreed service levels.

You will also play an important role in identifying potential customer concerns early and resolving them before they become formal complaints.

• Handle inbound customer calls relating to repairs and service queries.
• Respond to customer emails and Zendesk cases promptly and professionally.
• Proactively contact customers regarding repair quotations and explain the quotation clearly.
• Follow up with customers regarding outstanding quotations and required decisions.
• Keep customers updated when repairs are awaiting parts, including providing updated expected timelines.
• Manage customer callback requests as a priority.
• Provide customers with clear and easy-to-understand information regarding their repair or service query.
• Prioritise telephonic customer engagement where appropriate and follow up conversations with written confirmation.
• Proactively identify possible customer complaints or escalations and work to resolve them before they become formal complaints.
• Respond to formal customer complaints in line with company processes.
• Monitor customer feedback and highlight recurring customer concerns to the Customer Service Supervisor.
• Communicate effectively with technicians regarding customer queries, feedback and repair requirements.
• Escalate potential service issues to the Customer Service Supervisor when required.

The KPA places a strong emphasis on proactive communication, including contacting quoted customers, responding to Zendesk cases within defined service levels, managing customers waiting for spares and maintaining strong inbound call performance.

• Accurately record all customer interactions on File Maker and Zendesk
  .
• Ensure customer cases are correctly categorised and updated.
• Check quotations for accuracy before confirming acceptance with customers.
• Ensure repair statuses are updated correctly following customer feedback.
• Action all customer advocacy items appearing on the daily priority list.
• Ensure customer queries and actions remain within agreed service levels.
• Maintain accurate and complete customer records at all times.

Accuracy is particularly important in this role, with the KPA requiring high levels of data accuracy across both File Maker and Zendesk and daily completion of priority-list actions.

We are looking for someone who can build trust with customers, particularly when dealing with complex or potentially frustrating service situations.

You will be expected to:

• Communicate professionally, confidently and empathetically.
• Listen carefully to understand the customer's concern.
• Explain technical or service-related information in a way the customer understands.
• Take ownership rather than simply passing queries on.
• Remain calm and solution-focused when dealing with unhappy customers.
• Follow through on commitments and customer callbacks.
• Ensure accurate communication between customers and technical teams.
• Identify situations that may become escalations and address them proactively.

The role is measured against customer satisfaction and escalation management, with a departmental CSAT target of at least 85% and a focus on resolving identified issues before formal escalation.

• Maintain a strong understanding of service programmes, processes and service strategies.
• Keep up to date with internal service procedures.
• Complete all required GSX and principal training within required timelines.
• Ensure customer interactions comply with relevant consumer legislation, including the Consumer Protection Act.
• Follow company policies, processes and service standards consistently.

• Matric is essential.
• A relevant tertiary qualification would be advantageous.
• Minimum 3 years' experience in a similar customer service role.
• Proven track record of delivering strong customer service.
• Excellent interpersonal skills.
• Strong listening and verbal communication skills.
• Excellent written communication skills.
• Experience using Zendesk and File Maker
  , or similar CRM/ticketing systems, would be advantageous.

The successful candidate will be someone who:

• Is naturally customer focused.
• Is a strong communicator, both verbally and in writing.
• Enjoys speaking to customers rather than relying only on email.
• Takes ownership and follows through.
• Is confident handling difficult conversations.
• Has excellent attention to detail.
• Is highly organised and…