Cape Town Customer Experience Leader

Santam Insurance; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Base salary

Medical aid

Retirement fund contributions

Annual leave

Sick leave

Team-building activities

Professional growth opportunities

Job summary

Santam Insurance in Cape Town is seeking a Customer Experience Associate to enhance customer satisfaction and loyalty. You will understand customer needs, resolve concerns, and partner with sales, marketing, and product teams to advocate for the customer and improve services.

You will collaborate closely with internal teams, ensure timely follow‑ups, and maintain precise records in the CRM system while delivering outstanding service to customers.

Qualifications

• Previous experience in a customer-facing role.
• Excellent written and verbal communication.
• Proficient with CRM software.
• Ability to resolve issues with empathy.

Responsibilities

• Provide high‑quality customer support across various channels.
• Actively listen to feedback and identify trends to inform service improvements.
• Manage and resolve customer complaints with empathy and professionalism.
• Follow up on inquiries to ensure timely resolution.
• Collaborate with internal teams to share customer insights and drive product/service improvements.
• Maintain accurate records of customer interactions in the CRM system.

Skills

Customer-facing

Communication skills

Analytical skills

Problem-solving

Under pressure

Tools

CRM software

Job description

Santam Insurance in Cape Town is seeking a Customer Experience Associate to enhance customer satisfaction and loyalty. You will understand customer needs, resolve concerns, and partner with sales, marketing, and product teams to advocate for the customer and improve services.

You will collaborate closely with internal teams, ensure timely follow‑ups, and maintain precise records in the CRM system while delivering outstanding service to customers.