Customer Liaison Officer

SUMMARY:
Company: Tolcon
Location: Centurion
Reports to: Group Stakeholder Engagement Specialist
Purpose:  To coordinate and manage customer complaints, maintain effective communication with clients and external stakeholders along the N3 Route, and provide accurate reporting to ensure customer satisfaction and contractual compliance.

POSITION INFO:
Employment Specification Diploma or Certificate in Public Relations, Customer Service, Communication, Community Development, Business Administration, HR or related field Valid Unendorsed Code EB Driver's License (previously Code 08) Advanced computer literacy skills (MS Office) 5-10 years' experience in customer service, stakeholder engagement, public relations, or a similar role Required competencies to meet the job outcomes: Strong customer service orientation Good verbal and written communication skills Conflict resolution and problem-solving skills Relationship-building ability Attention to detail Good organisational and administrative skills Ability to work independently and meet deadlines Professionalism and integrity Physical Demands & Work Environment The daily physical demands are those required of an office worker. The applicant will be required to have a valid driver's license. The Customer Liaison Officer will be required to visit the N3 toll plazas as required and travel to other routes\/Plazas as and when required. Essential Duties and Responsibilities Customer Complaints Management Receive, investigate, and resolve customer complaints within seven (7) days. Maintain an accurate customer complaints register and ensure all complaints are tracked to closure. Liaise with internal and external stakeholders (e.g. banks, SAPS) to obtain information required to resolve complaints. Escalate unresolved or high-risk complaints to management and the client. Provide regular feedback to the client on complaint trends and resolutions. Client Reporting Compile and submit monthly customer complaints, stakeholder engagement, and other contractual\/operational reports by the 1st of each month. Ensure accurate record-keeping of complaints, enquiries, compliments, resolutions, and stakeholder engagements. Stakeholder Engagement Build and maintain positive relationships with the Client, communities, businesses, road users, municipalities, emergency services, and government departments along the N3 Route. Conduct at least three (3) in-person community engagement meetings per quarter to understand community needs, strengthen relationships, and foster partnerships. Attend stakeholder meetings and engagement sessions as required. Communicate relevant information and respond to stakeholder enquiries professionally. Coordinate stakeholder communication initiatives. Socio-Economic Development (SED) and Corporate Social Investment (CSI) Plan, coordinate, execute, and monitor SED\/CSI projects, events, and functions. Advise on CSI projects for tender purposes and complete all required tender CSI documentation. Follow up with beneficiaries on pending and completed SED\/CSI projects. Submit accurate SED\/CSI event reports, including photographs, within 30 days of each event. Administration and Documentation Maintain accurate and up-to-date stakeholder databases, customer complaint records, and SED\/CSI documentation for reporting, auditing, and verification purposes. Process 100% of BBBEE compliance documentation by the end of each quarter in accordance with the SED Sponsorship Programme requirements. Compliance and Governance Adhere to company policies, procedures, contractual requirements, and customer service standards. Ensure confidentiality of customer and stakeholder information. This job specification outlines the main duties of the role and is not an exhaustive list. By applying, you consent to the Company processing your personal information in line with PoPI, which may include reference, credit, and background checks. Please note that only shortlisted candidates will be contacted, and a medical assessment may be required in terms of OHS legislation. The Company is committed to workplace transformation and upholding its Employment Equity objectives. We strongly encourage applications from individuals with disabilities as well as candidates from designated groups . Kindly note should you not be contacted within 2 weeks of your application, kindly consider your application as unsuccessful.