Specialist - Customer Relationship Management

Responsible for inbound telephonic communication with client base.

We are currently looking for a Customer Relationship Management Specialist to manage sensitive, complex and escalated consumer complaints across multiple communication channels.

The role is responsible for ensuring that consumer cases are accurately captured, thoroughly investigated and resolved professionally and within agreed guidelines. The successful candidate will engage with consumers, Astron Energy retail facilities, business owners, internal departments and external stakeholders to achieve effective resolutions while maintaining a high level of customer satisfaction.

This role requires excellent judgement, communication and problem-solving skills, particularly when dealing with sensitive complaints and matters requiring urgent attention.

Key Responsibilities

Consumer Case Resolution

- Manage consumer contacts classified as sensitive or requiring special handling, including potential product integrity concerns, discrimination allegations, potential policy violations and safety concerns.
- Manage cases received through telephone, web, email, social media and HelloPeter.
- Ensure all consumer cases are accurately captured and maintained in the case management system for reporting, tracking and management visibility.
- Investigate and research consumer complaints by reviewing information provided and engaging with relevant Astron Energy retail facilities, independent business owners and employees.
- Exercise sound judgement when determining the appropriate actions required to resolve complex complaints within agreed guidelines and timeframes.
- Prepare professional correspondence throughout the case lifecycle, keeping consumers informed of investigation progress and outcomes.
- Customise approved template letters and communications to address the circumstances of individual cases.
- Accurately document case symptoms, issues, actions and resolutions within the case management system.
- Collaborate with other Service Centres, including Loyalty and Payment CSCs, and relevant internal business units to obtain information, documentation and specialist input.
- Escalate specialised or complex queries to the appropriate business unit where required.

Executive-Level Correspondence & Social Media Complaints

- Respond to consumer complaints escalated to Astron Energy executives with a high degree of professionalism, urgency and discretion.
- Draft and finalise executive-level consumer correspondence for approval by the relevant manager before issuing responses.
- Manage complaints raised through social media platforms, including Twitter/X, Facebook, YouTube and other relevant forums.
- Ensure responses to social media complaints are appropriate, timely and aligned with Astron Energy communication standards.
- Collaborate with Corporate Affairs, Brand, Legal, Sales, Retail Programmes, Loyalty and social media management agencies to investigate and resolve escalated complaints.
- Ensure sensitive and high-profile cases are managed appropriately and within required guidelines.

Process Management & Quality Assurance

- Maintain and continuously improve consumer response templates to ensure consistency, accuracy and relevance.
- Review templates annually or when required due to customer feedback, operational activity, regulatory requirements or market changes.
- Develop recommendations for template amendments and obtain the necessary approvals from Legal, Corporate Affairs, Compliance and other relevant stakeholders.
- Develop new templates and retire outdated templates where appropriate.
- Identify and share best practices within the team to improve operational efficiency and customer service.
- Participate in and lead process improvement initiatives aimed at improving end-to-end processes and standardisation.
- Conduct case reviews and quality assurance assessments to identify opportunities for improvement.
- Obtain and analyse customer satisfaction feedback.
- Provide coaching and guidance to colleagues to support consistent CRM practices and improved customer outcomes.

Operational Excellence & Compliance

- Participate in all applicable safety programmes, including LPS, Wellnomics and Stop Work Authority.
- Demonstrate Astron Energy values and a strong commitment to operational excellence.
- Complete all required training and corporate compliance activities.
- Develop, maintain and update relevant process documentation.
- Formulate and maintain associated Job Level Aids (JLAs).
- Ensure process documentation remains current following changes to systems, policies or operating procedures.

Administration & Team Support

- Support the CSC team and manager with the coordination of CSC activities in line with Astron Energy policies, procedures and guidelines.
- Manage P-Card activities and required purchases.
- Create and manage Coupa orders as required.
- Act as the CSC Travel Coordinator.
- Provide Communications and Procurement subject-matter expertise and support to the CSC.

Minimum Requirements

- Matric / Grade 12.
- 3–5 years' experience in a CRM, customer service, complaints management or case resolution environment.
- Proven experience handling complex or sensitive customer complaints.
- Strong written and verbal communication skills.
- Strong problem-solving and analytical skills.
- Experience working with CRM or case management systems.
- Ability to work across multiple computer applications and systems.
- Strong attention to detail and case documentation skills.

Advantageous Qualifications

- Diploma, Certificate or Degree in: Business Administration
- Customer Relationship Management
- Marketing
- Customer Experience
- or a related field.

Key Competencies & Skills

The successful candidate will demonstrate:

- Exceptional written and verbal communication skills.
- Strong judgement and problem-solving ability.
- Ability to handle sensitive and complex complaints professionally.
- Ability to engage confidently with senior management on sensitive matters.
- Strong stakeholder management and collaboration skills.
- Ability to work effectively across multiple business units.
- Ability to identify opportunities for innovation, process improvement and operational efficiency.
- Strong knowledge of social media etiquette and consumer engagement.
- Ability to manage and close sensitive complaints within established guidelines.
- Strong customer focus and commitment to achieving positive consumer experiences.
- Excellent organisational skills and ability to manage multiple cases and priorities.
- High level of discretion, professionalism and confidentiality.
- Ability to work with internal stakeholders, external consultants, business owners, customers and consumers.

What Success Looks Like

Success in this role will be demonstrated through:

- Timely and effective resolution of sensitive and complex consumer complaints.
- Clear, accurate and professional consumer communications.
- Consistent and high-quality case management and documentation.
- Effective collaboration with internal and external stakeholders.
- Strong adherence to company policies, compliance requirements and operating procedures.
- Continuous improvement of consumer case resolution processes.
- Improved customer satisfaction and service quality.
- Effective management of executive and social media complaints.

Application deadline:

08 October 2026