Customer Liaison Officer (Centurion)

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.

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 and 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.