Client Liaison Manager at Faircape Group

• As our operations continue to grow, we are looking for a highly organised, service-driven and detail-orientated Client Liaison Manager to join our team in Claremont.
• This role is responsible for overseeing the day-to-day client administration and operational coordination functions within Faircom. The successful candidate will ensure that all customer applications, installations, billing administration, stock management and support processes run efficiently and accurately while maintaining a high standard of customer service.
• You will play a key role in ensuring clients have a smooth experience throughout their journey with Faircom - from application and installation through to billing, upgrades and support.

Why Join Us?

At Faircape, we value our employees and offer:

• Quarterly performance bonuses – rewarding your impact and results
• Long service leave – recognising your commitment over time
• Free barista-made coffee – because good days start with great coffee 
• Subsidised snacks – convenient, affordable options when you need a boost
• Discounted ISP packages – stay connected at home for less
• Flexible working hours (06:30 – 18:30) – supporting balance and autonomy
• Subsidised parking – making your daily commute easier
• Real growth opportunities within a stable, expanding group

Responsibilities: 

Client & Service Administration

• Respond to new client applications received via the website
• Capture and maintain accurate client information and tracking records
• Create and manage customer accounts
• Arrange router dispatches via courier or client collections
• Respond to customer queries using HubSpot templates and communication tools
• Attend to internal support tickets and incoming calls
• Check coverage availability on supplier portals and the Faircom website
• Ensure installations are scheduled with fibre contractors
• Log orders on supplier portals and provide follow-up feedback to clients
• Process cancellations, upgrades and downgrades accurately and timeously
• Ensure clients are updated throughout the installation and support process

Billing & Contract Administration

• Maintain and accurately update billing spreadsheets
• Create invoices in line with company policies and procedures
• Capture and maintain customer billing information
• Draft contracts accurately and within required turnaround times
• Ensure clients are notified of billing and service-related updates timeously

Operational & Stock Management

• Order routers, media converters, cables, handsets and related equipment
• Manage and control stock levels and inventory records
• Develop, maintain and improve administrative systems, processes and procedures
• Conduct regular checks to ensure administrative compliance across the business
• Ensure workflows operate efficiently and customers are assisted within reasonable timeframes

Customer Service & Marketing Support

• Provide accurate advice and assistance on customer queries and complaints
• Support and contribute to marketing initiatives and customer communication campaigns
• Deliver professional and service-driven client interactions at all times

Qualifications

• Matric (Grade 12)
• Certificate in Service Delivery / Client Relationship Management or related certificate would be an advantage

Experience

• Proven experience in a similar administrative or client liaison role
• Experience within a commercial or service-driven environment
• Experience within the ISP, telecommunications or technology industry would be advantageous

Skills & Attributes

• Computer literate with strong experience in Google Workspace (Docs, Sheets and Drive)
• Excellent verbal and written communication skills
• Strong administrative and organisational abilities
• High attention to detail and accuracy
• Able to multitask and work effectively under pressure
• Deadline-driven with excellent time management skills
• Self-motivated and able to work independently
• Strong problem-solving and process management skills
• Professional and customer-service orientated

Specific Requirements

• Clear criminal record
• Clear credit record
• Two written references from your most recent employer