Document Processing Consultant

About the role

The Document Processing Consultant will be responsible for routing electronic documents into the company’s workflows while delivering an exceptional customer experience. You will act as a liaison between customers and internal teams, ensuring accurate verification of details and timely resolution of queries.

Key responsibilities

• Manage all customer queries with a polite, friendly, and professional approach.
• Verify and confirm customer details by coordinating with internal and external stakeholders.
• Handle objections and difficult queries to achieve positive outcomes and avoid formal complaints.
• Follow back‑office processes, complete timesheets daily, and ensure verification documents are approved on time.
• Provide regular reports (daily/weekly/monthly) as required by the business.
• Contact customers to gather information, give feedback, and track query resolution.
• Escalate unresolved issues to management and ensure compliance with service level agreements.

Required profile

• Minimum HSC / Grade 12 / Matric or equivalent qualification.
• At least 2 years of experience in customer service or back‑office environments.
• Strong verbal and written communication skills.

Required skills