Client Liaison Officer

About the role

NBCRFLI, the National Bargaining Council for the Road Freight and Logistics Industry, is hiring a full-time Client Liaison Officer in the Western Cape region. The main purpose of the position is to handle and respond to walk-in and telephone queries and complaints from clients and stakeholders, and to guide them through referral forms.

Key responsibilities

• Filing of documents and maintenance of the filing system
• Issuing arbitration invoices for pre-arbitration costs and interest when agents settle cases, following internal procedures
• Allocating case numbers and recording cases on the electronic case register
• Resolving walk-in or telephone queries by checking systems or referring to the relevant party
• Taking statements from complainants about disputes and recording them in the system
• Opening open case files for walk-in clients and referring them to the Enforcement sub-section
• Preparing monthly reports on all cases and queries
• Attending to general health plan queries and helping employees obtain their Wellness Cards
• Keeping daily records of complaints and queries such as holiday pay and leave issues

Required profile

• Grade 12
• Customer Service Certificate
• Ability to communicate in a basic business language and knowledge of customer service standards
• 6 months to 1 year of experience in a bargaining council and/or working with customers daily
• Ability to interpret in English, Afrikaans and Xhosa when required

Required skills

• Customer service, negotiation, interpersonal and administrative skills
• Records management
• Thorough understanding of the Main Agreement
• Computer literacy with MS Word, Excel and Outlook
• Patient and calm under pressure