Document Processing Consultant

About the role

The Document Processing Consultant will route electronic documents into the company’s workflows while delivering an exceptional customer experience. You will act as the primary point of contact for customer queries, verify details with internal and external stakeholders, and ensure accurate back‑office processing.

Key responsibilities

• Provide polite, friendly, and professional service for all customer interactions, handling calls and objections to achieve positive outcomes.
• Manage and resolve customer queries in line with company resolution principles, contacting customers and relevant departments as needed.
• Maintain back‑office processes, including accurate timesheet completion, verification document approval, and regular reporting (daily, weekly, monthly).
• Produce and submit required reports, track query resolution ratios, and meet operational efficiency targets.
• Escalate unresolved issues to management and ensure compliance with service level agreements and quality standards.
• Continuously communicate improvements to procedures, systems, and performance.

Required profile

• Minimum of 2 years experience in Customer Service or Back Office roles.
• HSC / Grade 12 / Matric or equivalent qualification.
• Effective communication skills and ability to liaise with internal and external stakeholders.

Required skills