Customer Advocacy Specialist

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Career development opportunities

Hybrid work arrangement

Positive team culture in Nelspruit

Job summary

Placements24 in Nelspruit, Mpumalanga seeks a Customer Advocacy Specialist to champion the customer experience. You will act as liaison between customers and internal teams, ensuring issues are understood and resolved with care.

This hybrid role offers in-office collaboration and remote work within the Nelspruit area. The ideal candidate will have a minimum of 3 years in customer service, excellent communication, and a proactive, customer-centric approach to solving problems.

Qualifications

• 3+ years in customer service or related client-facing role.
• Excellent verbal and written communication; friendly and professional.
• Strong active listening and problem-solving abilities.
• Experience with CRM and helpdesk ticketing systems.

Responsibilities

• Serve as a primary contact for inquiries, issues, and feedback.
• Advocate for customer needs internally, communicating feedback to relevant teams (product, sales, marketing).
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Troubleshoot and resolve customer problems efficiently and effectively.
• Proactively engage with customers to ensure they are deriving maximum value from our services.
• Maintain accurate customer records and interaction logs in the CRM system.
• Contribute to the development of customer support documentation and knowledge base resources.
• Monitor customer sentiment and identify opportunities for service improvements.
• Collaborate with team members to share best practices and improve overall service delivery.

Skills

Communication skills

Active listening

Problem-solving

Customer-centric mindset

Multitasking

Proactive attitude

Education

High school diploma or equivalent

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role Our client is seeking a passionate and skilled Customer Advocacy Specialist to join their innovative team in **Nelspruit, Mpumalanga**. This role is dedicated to championing the customer experience, ensuring that client needs are understood and met with exceptional service. You will act as a liaison between customers and internal departments, driving satisfaction and building strong, enduring relationships. The ideal candidate is an excellent communicator with a keen understanding of customer service best practices and a proactive approach to problem-solving. This hybrid position offers flexibility, allowing for both in-office collaboration and remote work within the **Nelspruit** area. We are committed to fostering a supportive environment where employees can grow their careers and contribute to a company that values its customers deeply.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries, issues, and feedback.
• Advocate for customer needs internally, communicating feedback to relevant teams (product, sales, marketing).
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Troubleshoot and resolve customer problems efficiently and effectively.
• Proactively engage with customers to ensure they are deriving maximum value from our services.
• Maintain accurate customer records and interaction logs in the CRM system.
• Contribute to the development of customer support documentation and knowledge base resources.
• Monitor customer sentiment and identify opportunities for service improvements.
• Collaborate with team members to share best practices and improve overall service delivery.

Requirements

• Minimum of 3 years of experience in customer service, customer success, or a related client-facing role.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Strong active listening and problem-solving abilities.
• Experience with CRM software and helpdesk ticketing systems is required.
• Ability to work effectively in a hybrid model, balancing remote and in-office duties in **Nelspruit**.
• Customer-centric mindset with a genuine passion for helping others.
• Ability to manage multiple tasks and prioritize effectively.
• High school diploma or equivalent; further education or certification is an advantage.
• Proactive attitude towards identifying and addressing customer needs.

Benefits

• Competitive salary.
• Comprehensive health and wellness benefits package.
• Opportunities for professional development and career growth.
• Hybrid work arrangement for work-life balance.
• A positive and collaborative team culture in **Nelspruit, Mpumalanga**.
• Performance-based incentives.
• Paid time off and company holidays.
• Retirement savings plan.