Customer Experience Advocate - Remote

Placements24; Bloemfontein; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

Generous PTO

Professional development

Fully remote

Flexible hours

Company equipment

Stock option plan

Annual retreats

Job summary

Placements24 is seeking a seasoned Customer Experience Advocate to join a fully remote team across South Africa. You will champion the voice of the customer, drive improvements, and collaborate with product, marketing, and support to shape user journeys.

Ideal candidates have a Bachelor’s degree, 5+ years in CX or related fields, strong data analysis, and experience with CRM and feedback tools. Remote work flexibility and ongoing development are offered.

Qualifications

• Bachelor's degree in Marketing, Communications, Business, or related field.
• 5+ years in customer experience, customer success, or a related field.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Strong understanding of customer journey mapping and experience design principles.
• Excellent written and verbal communication skills, with the ability to craft compelling narratives.
• Experience with CRM systems, customer feedback tools, and analytics platforms.
• Demonstrated ability to collaborate effectively with cross-functional teams in a remote setting.
• Highly organized with strong project management skills.

Responsibilities

• Analyze customer feedback and behavior to identify areas for experience improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty across all channels.
• Act as a primary point of contact for escalated customer issues, ensuring swift and satisfactory resolution.
• Collaborate with product teams to translate customer needs into actionable feature requests.
• Create and optimize customer journey maps, identifying potential friction points.
• Develop and deliver customer service training materials for internal teams.
• Monitor customer sentiment and engagement metrics, reporting on key trends.
• Champion customer-centric initiatives throughout the organization.
• Manage customer communication workflows, ensuring consistency and personalization.
• Proactively engage with customers to gather feedback and build relationships.

Skills

Customer experience

Data analysis

Journey mapping

Cross-functional

Communication skills

Project management

Remote work

Empathy

Education

Bachelor's degree

Tools

CRM systems

Analytics platforms

Feedback tools

Job description

About the Role

Our client, a fast-growing e-commerce platform, is seeking a dedicated Customer Experience Advocate to join their fully remote team. This pivotal role is designed for individuals passionate about creating exceptional customer journeys and ensuring high levels of satisfaction. Operating entirely online, this position offers the flexibility to work from anywhere within South Africa , with a strong emphasis on remote collaboration and support. As a Customer Experience Advocate, you will be the voice of the customer, identifying pain points, and driving improvements across all touchpoints. You will work closely with product, marketing, and support teams to implement customer-centric strategies. This is an outstanding opportunity for a proactive and empathetic professional to shape customer interactions in a thriving digital environment. We are looking for individuals who are self-starters, adept at communication, and committed to delivering outstanding service.

Key Responsibilities

• Analyze customer feedback and behavior to identify areas for experience improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty across all channels.
• Act as a primary point of contact for escalated customer issues, ensuring swift and satisfactory resolution.
• Collaborate with product teams to translate customer needs into actionable feature requests.
• Create and optimize customer journey maps, identifying potential friction points.
• Develop and deliver customer service training materials for internal teams.
• Monitor customer sentiment and engagement metrics, reporting on key trends.
• Champion customer-centric initiatives throughout the organization.
• Manage customer communication workflows, ensuring consistency and personalization.
• Proactively engage with customers to gather feedback and build relationships.

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 5+ years of experience in customer experience, customer success, or a related field.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Strong understanding of customer journey mapping and experience design principles.
• Excellent written and verbal communication skills, with the ability to craft compelling narratives.
• Experience with CRM systems, customer feedback tools, and analytics platforms.
• Demonstrated ability to collaborate effectively with cross-functional teams in a remote setting.
• Highly organized with strong project management skills.
• A passion for advocating for the customer and driving positive change.
• Must have a reliable internet connection and a suitable remote work environment.

Benefits

• Competitive annual salary.
• Performance-based bonuses and rewards.
• Comprehensive health and wellness benefits.
• Generous paid time off.
• Opportunities for professional development and continuous learning.
• Fully remote work environment with flexible hours.
• Company-provided equipment and technology.
• Access to a supportive and collaborative remote team.
• Employee stock option plan.
• Annual company retreats (virtual or in-person as circumstances allow).