CxHub Support Specialist

Reference Number: SHO260309-24
Closing Date: 16 March 2026
Job Type: Permanent
Location: Brackenfell, Cape Town, Western Cape, South Africa
Category: Customer Service

Job Purpose

The CxHub Support Specialist is responsible for managing customer correspondence, reputation risks, and escalations within the Customer Contact Centre. The role works closely with Corporate Communications and PR teams to maintain the Group’s reputation and ensure high customer service standards.

The role also ensures that escalated complaints, regulatory correspondence, and reputational issues are resolved efficiently while protecting and strengthening the organisation’s brand image.

Key Responsibilities

Reputation & Escalation Management

• Implement reputational risk mitigation processes within the Contact Centre.

• Support leadership with regulatory and reputational escalations.

• Monitor potential brand risks and address issues proactively.

• Escalate complex or sensitive issues to leadership and PR teams.

Customer Correspondence & Complaints

• Manage and resolve customer complaints and escalations across platforms.

• Handle communications from CEO and Senior Leadership offices.

• Maintain high service standards when engaging with customers.

• Ensure all correspondence is resolved professionally and timeously.

Stakeholder & Brand Support

• Act as a brand ambassador when dealing with customers and stakeholders.

• Provide updates and progress reports on escalated customer issues.

• Support Corporate Communications with official correspondence including:

  • Media releases

  • CEO communications

  • Q&A documents

  • Speeches and scripts.

Insights & Continuous Improvement

• Log all customer interactions and ensure accurate categorisation of issues.

• Identify trends and provide insights to improve customer engagement.

• Support cross-functional teams to improve customer experience processes.

• Assist retail and digital channels in preventing complaints at source.

Minimum Requirements

Qualifications

• Degree or Diploma in Communications, Public Relations, Journalism, Business Administration, or related field (Essential).

Experience

• Minimum 3 years’ experience in a senior customer engagement or communications role.

• Experience handling customer correspondence and escalations (Essential).

Advantageous:

• Retail industry experience.

• Experience in a listed corporate company.

Knowledge & Skills

• Reputation and crisis management expertise.

• Strong understanding of brand and corporate identity.

• Knowledge of search engine behaviour and tools.

• Strong proficiency in Microsoft Office 365 and SharePoint Online.

Preferred:

• Ability to communicate in multiple languages, especially Zulu and Xhosa.