Cape Town Senior CX Leader — Elevate Customer Experience

Placements24

Cape Town

On-site

ZAR 520,000 - 780,000

Full time

8 days ago

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Benefits offered by this job

Generous annual salary

Career growth opportunities

Comprehensive health and wellness bene

Performance bonuses and recognition

Dynamic Cape Town work environment

Access to cutting-edge CX technology

Company training and certifications

Job summary

WhatJobs Direct in Cape Town, Western Cape, is seeking a Senior Customer Experience Advocate to lead our customer service initiatives. You will shape the end-to-end customer journey, mentor team members, and drive initiatives that boost loyalty and satisfaction.

You will analyze feedback, resolve escalations, and collaborate with Sales and Product Development to ensure a seamless experience for high-value clients. This is a non-remote leadership role based in Cape Town.

Qualifications

Minimum 5 years in a customer-facing role, with at least 2 in a leadership capacity.
Exceptional communication, interpersonal, and conflict-resolution skills.
Experience with CRM software and customer feedback analysis tools.
Strong understanding of customer journey mapping and experience design.
Based in or willing to relocate to Cape Town, Western Cape; non-remote role.

Responsibilities

Develop and implement customer service strategies to improve satisfaction and retention.
Analyze feedback and identify trends to drive improvements.
Handle escalated complaints and complex issues with professionalism.
Train and mentor new and existing representatives.
Create and update customer service policies and procedures.
Collaborate with Sales and Product Development for cohesive CX.
Monitor KPIs and report progress for the team.
Act as primary contact for high-value or VIP clients.
Represent the voice of the customer within the organization.