Customer Experience Advocate - WhatJobs Direct

Placements24; Sandton; Hybrid; ZAR 240,000 - 480,000; Full time

Benefits offered by this job

Hybrid work

Medical benefits

Retirement plan

Professional growth

Paid time off

Wellness program

Job summary

Placements24 in Sandton, Gauteng seeks a Customer Experience Advocate to enhance the customer journey. This hybrid role balances office presence with remote workdays, focusing on gathering feedback, identifying pain points, and collaborating with product, marketing, and support to improve satisfaction.

The ideal candidate will have excellent communication, empathy for customers, and experience with feedback tools and CRM systems, along with strong problem-solving skills and the ability to work

Qualifications

• Proven experience in customer experience, customer service, or a related role.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Empathy and a genuine desire to help customers.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to work effectively in a hybrid environment and commute to Sandton.

Responsibilities

• Act as a primary point of contact for customer inquiries and feedback.
• Gather and analyze customer feedback through surveys, interviews, and direct interactions.
• Identify customer pain points and areas for improvement in products and services.
• Collaborate with product, marketing, and support teams to implement CX initiatives.
• Develop and maintain customer journey maps and personas.
• Monitor customer satisfaction metrics and report on KPIs.
• Assist in resolving customer complaints and ensuring timely resolutions.
• Contribute to the development of customer service training materials.
• Advocate for the customer's needs and perspective across the organization.
• Stay up-to-date with industry best practices in CX management.

Skills

Customer experience

Communication

Analytical thinking

Empathy

CRM tools

Hybrid work

Tools

CRM systems

Job description

About the Role

Our client is looking for a passionate and customer-centric Customer Experience Advocate to join their team in Sandton, Gauteng . This hybrid role allows for a flexible work schedule, balancing essential office presence with remote workdays. You will be dedicated to understanding and improving the overall customer journey, ensuring every interaction with our client is positive and memorable. Your role will involve gathering customer feedback, identifying pain points, and collaborating with various departments to implement solutions that enhance customer satisfaction and loyalty. We seek individuals with exceptional communication skills, a strong empathy for customers, and a proactive approach to problem-solving. This is an exciting opportunity to shape customer experiences and contribute to a company that prioritizes customer delight. Join a team that is committed to building lasting relationships and driving business success through outstanding customer service.

Key Responsibilities

• Act as a primary point of contact for customer inquiries and feedback.
• Gather and analyze customer feedback through surveys, interviews, and direct interactions.
• Identify customer pain points and areas for improvement in products and services.
• Collaborate with product, marketing, and support teams to implement CX initiatives.
• Develop and maintain customer journey maps and personas.
• Monitor customer satisfaction metrics and report on key performance indicators.
• Assist in resolving customer complaints and ensuring timely and satisfactory resolutions.
• Contribute to the development of customer service training materials.
• Advocate for the customer's needs and perspective across the organization.
• Stay up-to-date with industry best practices in customer experience management.

Requirements

• Proven experience in customer experience, customer service, or a related role.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Empathy and a genuine desire to help customers.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to work effectively in a hybrid environment, balancing office and remote tasks.
• Must be able to commute to the Sandton, Gauteng office as required.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• A proactive and results-oriented mindset.

Benefits

• Competitive annual salary of R .
• Hybrid work model providing flexibility.
• Comprehensive medical and retirement benefits.
• Opportunities for professional growth and development in CX.
• A positive and collaborative work environment.
• Access to training resources and workshops.
• Generous paid time off.
• Employee wellness programs.