Correspondence Service Consultant

Western Cape, Full Time

About the Job
Role Purpose

Provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic/written/face to face enquiries within stipulated Service Level Agreement requirements.


Matric or equivalent


Minimum of 2 to 3 years’ experience in dealing with client queries
Strong Communication skills Verbal and written) Ability to distil critical information out of a communication.
Strong Customer Service and problem solving orientation
Proficient in English and another official South African language (e.g. Zulu, Xhosa etc.)
Solid stakeholder engagement skills (internal & external) MS Office Suite Word, Excel)

Duties & Responsibilities
Internal Process

Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
Take ownership of complaints and ensure they are resolved timeously and effectively.
Provide clients with the relevant information and documentation as required in line with policy guidelines.
Capture and update client information on relevant system/s, based on data received from the client.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to legislative / compliance requirements in the service process.
Identify and report process and system failures and enhancements to improve client experience.


Investigate client queries within the agreed service level and ensure that the client receives timeous feedback.
Escalate client queries to the relevant department or stakeholder.
Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders.
Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.


Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Positively influence and manage change and offer specialist support where required.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.


Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes


Business Acumen
Client/Stakeholder Commitment
Drive for Results
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
Growing Talent
Problem Solving
Attention to detail

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