Customer Experience Champion - Retail

Placements24; Queenstown; Hybrid; NZD 42,000 - 62,000; Full time

Benefits offered by this job

Product discounts

Performance recognition

Hybrid work model

Job summary

WhatJobs Direct is seeking a Customer Experience Champion to join the Queenstown team. This hybrid role covers in-store and online interactions, with remote administrative tasks.

You will be the primary contact for customer satisfaction, address inquiries, and resolve issues with professionalism and empathy. The role requires excellent communication skills, a proactive problem-solver attitude, and a commitment to delivering memorable customer experiences that strengthen brand loyalty in the

Qualifications

• Experience in a customer service, customer relations, or client-facing role.
• Strong communication and active listening skills.
• Empathetic, patient approach to problem solving.
• Proficiency with CRM systems and standard office apps.

Responsibilities

• Handle customer inquiries via phone, email, and in person.
• Improve the customer experience across touchpoints.
• Resolve complaints promptly and empathetically.
• Gather feedback and provide insights to management.
• Assist with product information, orders, and post-purchase support.
• Process returns and refunds per policy.
• Maintain customer records and logs.
• Support remote administrative tasks related to customer service.

Skills

Customer service

Communication

CRM systems

Office applications

Education

High school diploma

Tools

CRM software

Office suite

Job description

About the Role

Our client, WhatJobs Direct, is seeking a dedicated and personable Customer Experience Champion to join their team in Queenstown, Eastern Cape . This hybrid role focuses on enhancing the customer journey, both in-store and through online/phone interactions, with a portion of administrative tasks managed remotely. You will be the primary point of contact for ensuring customer satisfaction, addressing inquiries, and resolving issues with professionalism and empathy. The ideal candidate is passionate about service excellence, possesses outstanding communication skills, and thrives in a role that directly impacts customer loyalty. You will play a vital part in shaping positive perceptions of our client's brand within the Queenstown community. This position requires a proactive approach to problem-solving and a commitment to delivering memorable customer experiences.

Key Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and in-person. Proactively seek opportunities to improve the customer experience across all touchpoints. Address and resolve customer complaints and issues efficiently and empathetically. Gather customer feedback and provide insights to management for service improvements. Assist customers with product information, order placement, and post-purchase support. Process returns, exchanges, and refunds according to company policy. Maintain accurate customer records and interaction logs. Contribute to remote administrative tasks related to customer service and feedback analysis. Collaborate with sales and operations teams to ensure a seamless customer journey. Uphold the company's values and commitment to exceptional customer service.

Requirements

Proven experience in a customer service, customer relations, or client-facing role, preferably in retail. Excellent communication, active listening, and interpersonal skills. Strong problem-solving abilities and a patient, empathetic demeanor. Proficiency in using customer service software, CRM systems, and standard office applications. Ability to manage multiple tasks and prioritize effectively. Adaptable to a hybrid work environment, including remote administrative duties. A genuine passion for delivering outstanding customer experiences. Must be able to work at the Queenstown store location for in-person customer interactions. High school diploma or equivalent; further education in customer service or business is a plus. Knowledge of the retail sector is advantageous.

Benefits

This role offers a competitive salary and the opportunity to significantly impact customer satisfaction and loyalty. Employees benefit from product discounts and potential for performance-related recognition. This hybrid position provides flexibility while allowing you to be an integral part of the Queenstown retail team. Gain valuable experience in customer experience management and professional development.