Customer Experience Advocate

Placements24; East London; Remote; ZAR 201,000 - 357,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Fully remote work arrangement

Job summary

Placements24 is seeking a Customer Experience Advocate to join a fully remote team. You will be the voice of the customer, handling inquiries, resolving challenges, and enhancing the customer journey from home.

The role suits empathetic, communicative professionals who strive for outstanding experiences across channels. Responsibilities include resolving issues, educating users on features, collecting feedback, and collaborating with internal teams to ensure satisfaction.

Qualifications

• Proven experience in a customer experience, customer service, or advocacy role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in using customer support software and CRM systems.
• Ability to work independently and manage workload in a remote setting.
• A strong internet connection and a dedicated, quiet workspace are mandatory.

Responsibilities

• Engage with customers through email, chat, and phone to provide exceptional support.
• Address and resolve customer issues and inquiries with empathy and efficiency.
• Educate customers on product features and best practices to maximize benefit.
• Gather and document customer feedback to identify trends and areas for improvement.
• Collaborate with internal teams to meet customer needs and resolve issues promptly.
• Aim for first-contact resolution whenever possible.

Skills

Customer service

CRM systems

Remote work

Communication

Problem solving

Tools

CRM systems

Customer support software

Job description

About the Role

Our client is seeking a passionate and dedicated Customer Experience Advocate to join their dynamic, fully remote team. In this crucial role, you will be the voice of the customer, ensuring every interaction with our client is positive, supportive, and efficient. You will handle inquiries, resolve challenges, and proactively seek opportunities to enhance the overall customer journey. This position is ideal for individuals who are empathetic, excellent communicators, and driven by a desire to create outstanding customer experiences from the comfort of their own homes.

Key Responsibilities

• Engage with customers through various channels (email, chat, phone) to provide exceptional support.
• Address and resolve customer issues, complaints, and inquiries with empathy and efficiency.
• Educate customers on product features and best practices to maximize their benefit.
• Gather and document customer feedback to identify trends and areas for improvement.
• Collaborate with internal teams to ensure customer needs are met and issues are resolved promptly.
• Act as a proactive advocate for customer satisfaction, aiming for first-contact resolution whenever possible.

Requirements

• Proven experience in a customer experience , customer service, or advocacy role.
• Excellent verbal and written communication skills, with a positive and professional tone.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in using customer support software and CRM systems.
• Demonstrated ability to work independently and manage workload effectively in a remote setting.
• A strong internet connection and a dedicated, quiet workspace are mandatory for this role.

Benefits

• Competitive salary with regular performance reviews.
• Comprehensive health, dental, and vision insurance.
• Paid time off and company holidays.
• Professional development opportunities and ongoing training.
• A fully remote work arrangement fostering work-life balance.