Customer Experience Advocate

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

About the Role

Our client, a rapidly growing e-commerce platform based in the vibrant city of Cape Town , is looking for a passionate and customer-focused Customer Experience Advocate . This role is perfect for an individual who is dedicated to ensuring our customers have an exceptional journey from browsing to post-purchase. You will be a key player in shaping and delivering outstanding customer interactions, acting as the primary point of contact for inquiries, feedback, and issue resolution. This hybrid role offers a balance between in-office collaboration and remote flexibility, allowing you to contribute effectively while enjoying the beautiful surroundings of the Western Cape. The ideal candidate is empathetic, proactive, and possesses excellent communication skills, with a genuine desire to help others and improve customer satisfaction. You will be an integral part of a dynamic team committed to building strong, lasting relationships with our valued clientele, upholding our client's reputation for excellence in service and product delivery. If you are looking for a role where you can make a tangible impact on customer loyalty and satisfaction in a bustling urban environment, this is an exciting opportunity.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, phone, and live chat regarding orders, products, and services.
• Investigate and resolve customer complaints and issues with efficiency and empathy, striving for first-contact resolution.
• Proactively identify opportunities to enhance the customer experience and provide feedback to relevant departments.
• Assist customers with navigating the website, placing orders, and understanding product information.
• Process returns, exchanges, and refunds according to company policy, ensuring a smooth and fair resolution.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with the sales, marketing, and logistics teams to address customer needs effectively.
• Develop and update customer service documentation, including FAQs and standard operating procedures.
• Contribute to a positive and collaborative team environment, sharing best practices and insights.

Requirements

• Minimum of 3 years of experience in customer service, customer support, or a similar client-facing role.
• Exceptional verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a hybrid team.
• A genuine passion for customer advocacy and delivering superior service experiences.
• Experience in the e-commerce or retail sector is a plus.
• Familiarity with online sales platforms and payment gateways.
• Adaptability to changing processes and customer needs.
• Availability to work a hybrid schedule, with an expectation of 2-3 days in the Cape Town office per week.

Benefits

Our client offers a competitive salary, attractive performance-based incentives, and a comprehensive benefits package including medical aid and retirement fund contributions. Employees benefit from generous paid time off, including annual leave and sick days. We provide opportunities for professional development through training programs and workshops to enhance your skills. The hybrid work model allows for a healthy work-life balance, combining the benefits of remote work with essential in-office collaboration. Staff discounts on our client's products are also available. You will work in a modern office environment in Cape Town , equipped with amenities to support your work. Join a supportive and dynamic team that values your contributions and fosters a culture of growth and innovation.