Customer Experience Advocate - Multilingual

Placements24; Kempton Park; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Employee discounts

PTO and sick leave

Training opportunities

Job summary

Placements24 in Tembisa, Gauteng is seeking a Customer Experience Advocate to join our client’s growing e-commerce team. You will handle inquiries via phone, email, and social media, provide product information, process orders, and resolve issues to ensure a smooth user journey.

The role requires excellent communication, patience, and empathy, with multilingual ability a strong advantage. On-site in Tembisa, you’ll collaborate with other departments to meet customer needs and contribute to

Qualifications

• Excellent interpersonal and communication skills.
• Proficiency in multiple South African languages is an advantage.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional under pressure.

Responsibilities

• Handle customer inquiries via phone, email, and social media.
• Provide information about products, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Identify customer needs and assist with product features.
• De-escalate challenging customer situations with empathy.
• Maintain high customer satisfaction with personalized solutions.
• Collaborate with other departments to meet customer needs.
• Document resolutions in the CRM system.
• Gather feedback and report to management for service improvement.

Skills

Communication

Active listening

Problem solving

Multilingual

Education

High school diploma

Further education (nice to have)

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is seeking a dedicated Customer Experience Advocate to join their vibrant team in Tembisa, Gauteng . This pivotal role focuses on delivering exceptional customer service and fostering positive relationships with our diverse clientele. You will be the primary point of contact for customer inquiries, providing solutions and ensuring a seamless user journey. The ideal candidate will be empathetic, patient, and possess outstanding communication skills. This is a fantastic opportunity to contribute to a customer-centric organization and make a significant impact on user satisfaction in Tembisa . We are committed to providing a supportive and engaging work environment for our team members.

Key Responsibilities

• Handle customer inquiries and resolve issues via phone, email, and social media platforms.
• Provide information about products, services, and company policies.
• Process orders, returns, and exchanges efficiently and accurately.
• Identify customer needs and help customers use specific features or products.
• De-escalate challenging customer situations with professionalism and empathy.
• Maintain a high level of customer satisfaction by offering personalized solutions.
• Collaborate with other departments to ensure customer needs are met.
• Track customer interactions and document resolutions in the CRM system.
• Gather customer feedback and report it to management for service improvement.
• Contribute to team goals and company objectives.

Requirements

• Previous experience in customer service, call center, or client-facing roles.
• Excellent interpersonal and communication skills, both written and verbal.
• Proficiency in multiple South African languages is a significant advantage.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Familiarity with CRM software and ticketing systems.
• A positive attitude and a genuine desire to help others.
• Ability to multitask and manage time effectively.
• Must be available to work on-site in Tembisa, Gauteng .
• High school diploma or equivalent; further education is a plus.

Benefits

• Competitive annual salary.
• Performance-based bonuses and incentives.
• Medical aid and retirement fund contributions.
• Opportunities for internal promotion and skill development.
• Employee discounts on company products.
• A friendly and inclusive team culture.
• Paid time off and sick leave.
• Regular training sessions to enhance skills.