Cape Town Hybrid CX Advocate — Elevate Customer Journeys

Placements24; Cape Town; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Medical aid and retirement fund

Annual leave and sick days

Hybrid work model

Professional development opportunities

Staff discounts

Job summary

Placements24 is seeking a Customer Experience Advocate in Cape Town to ensure an exceptional customer journey from browsing to post-purchase. This hybrid role balances in-office collaboration with remote flexibility, and you will handle inquiries, feedback, and issue resolution with empathy and professionalism.

The ideal candidate has at least 3 years in customer service, strong English communication, and experience with CRM and helpdesk systems.

Qualifications

• Minimum of 3 years in customer service or a similar client-facing role.
• Exceptional verbal and written English communication.
• Experience with CRM software and helpdesk ticketing systems.
• Able to work in a hybrid setup with 2–3 days in the Cape Town office.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat promptly and professionally.
• Investigate and resolve complaints with empathy and aim for first-contact resolution.
• Identify opportunities to improve the customer experience and relay feedback.
• Assist customers with navigating the website and placing orders.
• Process returns, exchanges, and refunds per company policy.
• Maintain accurate records of interactions in the CRM system.
• Gather feedback to identify trends and improvement areas.
• Collaborate with sales, marketing, and logistics teams.
• Contribute to customer service documentation and SOPs.
• Foster a positive team environment and share best practices.

Skills

Communication skills

Active listening

Problem solving

CRM software

Tools

Helpdesk ticketing systems

Job description

Placements24 is seeking a Customer Experience Advocate in Cape Town to ensure an exceptional customer journey from browsing to post-purchase. This hybrid role balances in-office collaboration with remote flexibility, and you will handle inquiries, feedback, and issue resolution with empathy and professionalism.

The ideal candidate has at least 3 years in customer service, strong English communication, and experience with CRM and helpdesk systems.