Customer Experience Advocate

TELUS Digital; Cape Town; Remote; ZAR 180,000 - 360,000; Full time

Job summary

TELUS Digital is seeking a dedicated Customer Experience Specialist to enhance and maintain exceptional service standards for customers. This fully remote role serves as the primary point of contact for inquiries, delivering prompt, accurate, and friendly support across channels to build loyalty and a seamless brand experience.

You will listen to feedback, resolve issues proactively, and contribute to improving customer satisfaction metrics from your home office.

Qualifications

• Proven experience in a customer service or customer support role, preferably in a remote setting.

Responsibilities

• Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
• Resolve customer complaints and issues effectively, escalating complex problems to appropriate departments when necessary.
• Provide product information and support to customers, ensuring they have a positive experience.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer feedback and proactively suggest improvements to products and services.
• Assist in developing and updating customer service guidelines and knowledge base articles.

Skills

Customer service

Customer support

Remote work

Job description

Customer Experience Specialist

Our client is seeking a dedicated Customer Experience Specialist to enhance and maintain exceptional service standards for their customers. Operating in a fully remote capacity, you will be the primary point of contact for customer inquiries, providing prompt, accurate, and friendly support across various channels. This role is crucial in building and sustaining positive customer relationships, driving loyalty, and ensuring a seamless brand experience. You will contribute to improving customer satisfaction metrics by actively listening to feedback and proactively resolving issues, making a tangible impact on the company's reputation and growth from the comfort of your home office.

About the Role

Our client is seeking a dedicated Customer Experience Specialist to enhance and maintain exceptional service standards for their customers. Operating in a fully remote capacity, you will be the primary point of contact for customer inquiries, providing prompt, accurate, and friendly support across various channels. This role is crucial in building and sustaining positive customer relationships, driving loyalty, and ensuring a seamless brand experience. You will contribute to improving customer satisfaction metrics by actively listening to feedback and proactively resolving issues, making a tangible impact on the company's reputation and growth from the comfort of your home office.

Key Responsibilities

• Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
• Resolve customer complaints and issues effectively, escalating complex problems to appropriate departments when necessary.
• Provide product information and support to customers, ensuring they have a positive experience.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer feedback and proactively suggest improvements to products and services.
• Assist in developing and updating customer service guidelines and knowledge base articles.

Requirements

• Proven experience in a customer service or customer support role, preferably in a remote setting