Client Engagement Liaison

Job Description
We are seeking a highly motivated and service-orientated individual to join our team. The successful candidate will be responsible for delivering exceptional client service, managing queries, resolving complaints, and ensuring that all interactions with clients reflect CAP’s commitment to excellence as well as dealing with committees who are volunteers in each of our areas.

This is a full-time, office-based position located at CAP’s Head Office in Houghton. The role requires on-site presence during standard business hours to ensure effective collaboration with internal teams and timely support for clients and stakeholders.

Key Responsibilities:

• Serve as the primary point of contact for client queries, complaints, and service requests.

• Contact clients promptly to gather accurate details and understand the nature of their query or concern.

• Conduct thorough internal investigations, liaising with relevant departments (Tactical, Control Room, Technical, etc.) to obtain necessary information.

• Escalate matters to appropriate internal or external stakeholders where required and ensure all escalations are resolved timeously.

• Provide clear, professional feedback to clients and keep them updated throughout the process.

• Ensure that all complaints and queries are resolved within the required SLA (typically 48 hours), unless further escalation is necessary.

• Log and track all client interactions, investigations, and resolutions on CAP’s CRM/Case Management system.

• Maintain an accurate complaints register to ensure no cases exceed SLA.

• Build strong relationships with clients through

• CAP offers competitive, market-related monthly salaries, with performance-based bonuses awarded in recognition of individual contribution, service quality and achievement of key objectives.

  Employees receive statutory leave benefits in line with South African labour legislation, including annual leave, sick leave and family responsibility leave.

  CAP is committed to rewarding excellence, supporting employee growth, and maintaining a positive, high-performance work environment.