Key responsibilities

Customer support & case ownership

• Provide first- and second-line support via phone, email, and digital channels, responding within agreed service levels

• Own queries and escalations through to resolution, coordinating actions and keeping control of next steps

• Handle escalations with financial, legal, or reputational impact, ensuring the right teams are involved and updates are shared

• Keep customers updated throughout the case lifecycle, setting expectations on timing, outcomes, and next actions

Stakeholder & key account support

• Support retail fuel sites, branded/unbranded customers, commercial accounts, terminals, and internal stakeholders, adapting your approach to each group

• Apply key account processes and service requirements, using the right workflows and approvals where relevant

• Work with internal teams and third parties to resolve issues, ensuring handovers are clear and actions are tracked to closure

Case management & systems

• Log, assign, track, and close cases accurately, making sure each case has clear notes and a defined outcome

• Maintain data quality in CRM, SAP, and related systems, ensuring records support reporting and future follow-up

• Support queries related to:

  • Account setup and delivery issues

  • Retail marketing programmes and promotions

  • Fuel cards and Cardex transactions

  • Back-office systems support

  • Site experience complaints and fuel quality claims

  • Site maintenance queries and invoice resolution

Service improvement

• Identify recurring issues and share root causes, helping teams reduce repeat contacts and rework

• Flag process gaps and improvement actions, contributing practical fixes that support service delivery

• Update knowledge base content and documentation, keeping guidance current and easy to use

• Support user testing for service centre and ERP changes, confirming outcomes and raising issues early

• Support onboarding and training for new joiners when needed, sharing processes and system guidance

What we’re looking for

Experience

• Experience in a customer service environment where you handled varied customer queries and follow-ups

• Experience handling escalations and complaints, including cases that required coordination across teams

• Able to lead volume and work a 24/7 shift pattern, keeping quality and accuracy consistent

• Track record of owning issues through to closure, including follow-ups and stakeholder updates

• Experience with CRM systems and SAP (or similar ERP tools), using them to track cases and maintain data quality

Skills

• Clear written and verbal communication, with the ability to adapt tone and detail to the audience

• Able to handle difficult conversations, staying focused on resolution and next steps

• Attention to detail and process discipline, ensuring cases are logged, tracked, and closed correctly

• Problem solving and time management, prioritising work based on impact, urgency, and service levels

• Teamwork and accountability, following through on actions and supporting shared service outcomes

• Focus on first-contact resolution, while knowing when and how to escalate optimally

Education

• Matric (required)

• NQF Level 6 (Diploma) or NQF Level 7 (Degree) (preferred)

Working environment

• Cape Town (office-based), with remote flexibility where agreed and operationally supported

• Rotational 24/7 shifts, aligned to customer demand and service coverage needs