Customer Experience Administrator (Customer Experience department)

Brights; Wes-Kaap; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A leading company in South Africa seeks a Customer Experience Administrator to enhance customer satisfaction across various touchpoints. The role involves managing enquiries, providing support, and ensuring a positive customer journey. Ideal candidates are organized, service-driven, and possess strong communication skills.

Qualifications

• Minimum of 1-year experience in a similar role.
• Effective communication skills in English.

Responsibilities

• Ensure customer satisfaction via Omni-Channel system.
• Handle customer enquiries, compliments, and complaints.
• Assist with requests for quotes and sales.

Skills

Communication

Problem Solving

Organizational Skills

Attention to Detail

Education

Matric

Intercept Courses (120 credits)

Job description

Purpose:

The purpose of this job is to effectively ensure exceptional customer service and experience across all the touchpoints of the Brights customer’s journey. The Customer Experience Administrator will offer support to customers who have questions, concerns, problems or who want to purchase any of our products and services. The incumbent must be highly organized, service-driven, a Brights brand custodian, and passionate about making our customer experience positive and meaningful. To be successful in this role, you must be a good conversational communicator, an active listener, able to identify customer needs, and resolve problems.

KEY RESPONSIBILITIES:

1. Ensure customer satisfaction via Omni-Channel system and telephonic assistance.
2. Handle customer enquiries, compliments, and complaints professionally and efficiently in a timely manner.
3. Manage all customer service and eCommerce-related administrative duties effectively.
4. Assist with requests for quotes, sales, and retentions.
5. Accurately update and maintain customer profiles and preferences on PUTTY and other internal systems.
6. Record information for monthly performance reports.
7. Liaise with cross-functional teams to support customer experience journey resolutions.
8. Contribute to achieving customer excellence targets.
9. Handle eCommerce and Omni-Channel related customer enquiries.
10. Strive to become a Brights brand and product expert.
11. Provide feedback and suggestions to improve performance, drive revenue, and enhance the retail customer experience.
12. Complete departmental tasks accurately and on time.
13. Provide administrative support to your team manager and departmental team.

REQUIREMENTS:

1. Matric or three completed intercept courses totaling 120 credits.
2. Brights induction (service excellence).
3. Minimum of 1-year experience in a similar role, with social media and omnichannel experience highly preferred.
4. Ability to handle pressure and solve problems.
5. Effective communication skills (verbal and written) in English, with a good speaking voice.
6. Strong planning, time management, and organizational skills.
7. Professional work standards, including good grammar and oral proficiency.
8. Computer skills with a minimum typing speed of 35 wpm.
9. Decision-making skills and a willingness to take responsibility.
10. Attention to detail and high accuracy.
11. Professional appearance and demeanor.
12. Availability to work retail hours.

Note: If you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to reflecting the diversity of our nation and will conduct recruitment and appointments in line with the company’s equity targets. The company reserves the right to amend these terms and conditions at any time for any reason.