Tier 2 Client Relations Specialist

Position: Tier 2 Client Relations Specialist - Daily Support
Report to: Head of Client Relations & Experience
Employment Type: Fixed Term Contract - Three (3) Months+
Location: Cape Town, 6 Days in office
Company: Sweepsouth
Available: Immediate
About Us: SweepSouth is a leading home services platform, connecting clients with
cleaning and gardening professionals (SweepStars) through our pioneering technology
platform (app). We pride ourselves on delivering exceptional service and creating a
seamless experience for both our customers and SweepStars.
Job Profile: As a Tier 2 Support Specialist, you will handle escalated issues that require
deeper knowledge and advanced problem-solving skills. You will work closely with Tier 1
Support Specialists to resolve complex issues, ensuring the satisfaction and delight of both
customers and SweepStars. This role is critical in maintaining our service delivery promise
and customer delight.
Key Duties:
Daily Booking Fulfilment - Morning Logistics
Address and resolve issues related to bookings awaiting confirmation, unallocated
bookings, and immediate logistical hurdles to minimise disruptions and ensuring
100% booking fulfilment rate.
Take full ownership of the same-day bookings service, ensuring 100% booking
fulfilment rates and service alignment with the companys customer experience
standards.
Lead the management of booking replacements to ensure minimal disruption to
customer service and satisfaction.
Escalation Handling and Resolution
Attend to and own until resolved, escalated customer and SweepStar issues from
Tier 1.
Focus particularly on booking and customers at risk of cancellations, and
discrepancies to improve on retention rates.
Accurately document all customer interactions, complaints, and queries for
complete recordkeeping
Insights and Improvements
Observe and analyse recurring trends and issues and recommend process and
service improvements, escalating or sharing findings with the operations manager
and relevant cross-departments and teams.

Deliver insights to boost operational efficiency, reduce customer and SweepStar
friction, and improve customer experience and satisfaction.
Act as the key point of contact for product and operations-related queries,
collaborating with relevant teams to provide solutions and improve the overall
customer experience.
Retention Strategy Execution:
Own the retention strategy and process, focus on reducing cancellations to zero,
keep customers over longer periods and enhance customer loyalty.
Implement proactive measures to retain customers and SweepStars through
booking fulfilment and excellent service.
Specialised Support Portfolios
Theft and Damages Cases: Own cases related to theft and damages from start to
finish, proactively following up with our third-party service provider and ensuring
thorough resolution, clear communication, and a positive customer experience.
Continuously follow up until satisfactory resolution and closure of the incident.
Customer & SweepStar Misconduct: manage and resolve incidents of misconduct,
addressing issues involving customers or Sweepstars with professionalism,
transparency, and a focus on maintaining a positive experience. Own the process
from start to successful resolution.
Financial/Payment Queries: Accountable to resolve financial and payment-related
queries from both SweepStars and customers. Must ensure speedy resolve and
accurate responses while maintaining a high standard of customer service.
Public Platform and Social Media complaints/compliments/queries: Monitor, resolve
and respond to public platform posts related to SweepSouth in a professional and
on brand manner to ensure positive customer experience and virality.
Who are we looking for:
Customer-Centric: A passionate individual who prioritises exceptional customer
experience and is driven to resolve issues with empathy, efficiency, and
professionalism.
Detail-Oriented: An individual with strong attention to detail, able to manage
multiple complex cases and ensure accurate documentation and follow-up.
Problem-Solver: Someone who is proactive and solution-oriented, able to analyse
issues, identify trends, and develop actionable improvements to enhance processes
and customer satisfaction.
Strong Communicator: An effective communicator who can articulate issues and
resolutions clearly, both with customers and internal teams, ensuring transparency
and alignment.
Ownership Mindset: A self-starter who takes full ownership of cases, from start to
finish, and is committed to seeing them through to resolution while minimising
disruption and friction.
Requirements:
Excellent communication and interpersonal skills. Proficient in English or Afrikaans
written and verbal

Proficient in using CRM systems, ticketing platforms, and other relevant tools to
manage cases and track customer interactions efficiently.
Proven experience in customer service or support roles, with a focus on escalated
issues and deep knowledge of customer service best principles and practices.
Ability to work in a fast-paced environment and manage multiple tasks
simultaneously.
A proactive and empathetic approach to resolving customer concerns.
Experience in serving individual customers in a B2C environment.
What We Offer:
Competitive salary and benefits package.
Opportunity to work in a dynamic and growing company.
Supportive and collaborative team environment.

How to Apply: If you are passionate about customer service and enjoy working in a
dynamic environment, we would love to hear from you! Please send your resume and cover
letter to recruitment@sweepsouth.com with the subject line Tier 2 Client Relations
Specialist Application.
Join us at SweepSouth and be part of a team that is dedicated to providing exceptional
service and making a positive impact on the lives of our customers and SweepStars! To read
more about us visit www.sweepsouth.com