Customer Experience Advocate

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Pension scheme

Paid time off

Public holidays

Hybrid work

Career advancement

Training & development

Employee discounts

Proximity to Richards Bay

Job summary

Placements24 in Richards Bay, KwaZulu-Natal is seeking a Customer Experience Advocate who will be the voice of the customer, ensuring every interaction is positive. You will handle inquiries via phone, email, and live chat, resolve issues, and promote a smooth user journey in a hybrid work setup.

The role requires excellent communication, problem-solving, and CRM proficiency. You will collaborate with sales and technical teams, document interactions, and contribute to ongoing process

Qualifications

• Proven experience in customer service, advocacy or support.
• Excellent communication and active listening abilities.
• Strong problem-solving and customer-centric mindset.
• Proficient with CRM and helpdesk tools.
• Able to multitask in a hybrid work environment.

Responsibilities

• Serve as primary point of contact for customers via phone, email, and live chat.
• Investigate and resolve customer issues to ensure satisfaction.
• Gather feedback and identify service improvement opportunities.
• Educate customers on product features and solutions.
• Document all customer interactions in the CRM system.
• Collaborate with sales and technical teams to resolve issues.
• Contribute to the development and improvement of support processes and documentation.
• Analyze feedback to identify trends and loyalty strategies.
• Advocate for the customer perspective in internal discussions.
• Maintain product knowledge for in-office days in Richards Bay.

Skills

Customer service

Active listening

Problem solving

Communication skills

Multitasking

Education

High school diploma

Customer service certification

Tools

CRM systems

Helpdesk software

Ticketing system

Job description

About the Role

Our client is looking for a passionate and empathetic Customer Experience Advocate to join their growing team in **Richards Bay, KwaZulu-Natal**. In this role, you will be the voice of the customer within the organization, dedicated to ensuring every interaction is positive and memorable. You will handle a wide range of customer inquiries, resolve complex issues, and proactively seek opportunities to enhance the overall customer journey. This position requires a blend of strong interpersonal skills and a keen understanding of customer service best practices. The **Hybrid** work model allows for a balance between collaborative in-office sessions and remote work flexibility, fostering a productive and engaged team environment. Be a key player in shaping outstanding customer experiences in **Richards Bay, KwaZulu-Natal**.

Key Responsibilities

• Serve as the primary point of contact for customers, addressing inquiries and concerns via phone, email, and live chat.
• Investigate and resolve customer issues efficiently and effectively, ensuring customer satisfaction.
• Proactively engage with customers to gather feedback and identify areas for service improvement.
• Educate customers on product features and solutions, promoting a positive user experience.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Collaborate with internal departments (e.g., sales, technical support) to resolve complex customer issues.
• Contribute to the development and improvement of customer support processes and documentation.
• Analyze customer feedback to identify trends and recommend strategies for enhancing customer loyalty.
• Champion the customer's perspective in internal discussions and decision-making.
• Maintain a high level of product knowledge to assist customers effectively in **Richards Bay, KwaZulu-Natal**.

Requirements

• Proven experience in a customer service, customer support, or customer advocacy role.
• Exceptional communication and active listening skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a **Hybrid** work environment.
• Experience in conflict resolution and de-escalation techniques.
• A passion for delivering outstanding customer experiences.
• High school diploma or equivalent; relevant certifications or further education are a plus.
• Familiarity with customer journey mapping and analysis is beneficial.
• Residing in or willing to commute to **Richards Bay, KwaZulu-Natal** for required in-office days.

Benefits

• Annual salary of R .
• Comprehensive health insurance coverage.
• Paid time off and public holidays.
• Opportunities for career advancement within the company.
• **Hybrid** work arrangement providing flexibility.
• Collaborative team environment.
• Regular training and development sessions.
• Pension scheme.
• Employee discounts on company products/services.
• Proximity to **Richards Bay, KwaZulu-Natal** for convenient commute.