Customer Liaison Officer (Talent Pool FTC) – Houghton

Date Posted: 02 July 2026
Location: Houghton, Johannesburg, South Africa
Company: SBV Services
Job Type: Fixed-Term Contract (Talent Pool)

 Overview

SBV Services is looking for a proactive and customer-focused Customer Liaison Officer to manage customer queries, incidents, and stakeholder relationships. This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering excellent customer service.

 Role Purpose

To ensure efficient end-to-end management of customer queries, incidents, and claims, while maintaining strong stakeholder relationships and meeting service level agreements (SLAs).

 Key Responsibilities

 Customer Service Management

• Investigate and resolve customer queries within SLA timelines
• Log, track, and monitor all customer enquiries
• Escalate complex queries to Regional Customer Liaison Officer
• Handle no-service enquiries and process credit notes where applicable
• Assist with customer payroll-related requests and authorisations

 Stakeholder Relationship Management

• Build and maintain strong relationships with internal and external stakeholders
• Educate customers on SBV processes and procedures
• Maintain accurate customer information on service databases

 Incident & Claims Management

• Manage end-to-end incident and claims processes
• Collect and verify all required documentation
• Track, monitor, and resolve customer incidents
• Secure and manage video footage as per SOP requirements
• Follow up on outstanding claims and credits

 Reporting & Analysis

• Report on queries outside SLA timelines
• Compile weekly trend analysis reports with recommendations
• Conduct root cause analysis on incidents and claims
• Escalate potential losses and prepare incident reports

 Minimum Requirements

• Grade 12 / Matric
• Relevant qualification in Customer Service / Administration / Business (advantageous)

 Experience

• Experience in customer service, query handling, or call centre environment
• Experience with incident or claims management (advantageous)

 Key Skills & Competencies

• Strong communication and interpersonal skills
• Problem-solving and analytical thinking
• Attention to detail and accuracy
• Ability to manage multiple tasks and meet deadlines
• Customer-centric mindset
• Ability to work under pressure

 Why Join SBV?

• Work in a dynamic and service-driven environment
• Gain exposure to customer service operations and incident management
• Opportunity to grow within a structured organization

 How to Apply

Apply through SBV’s official careers portal and ensure all supporting documents are submitted.

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