Customer Experience Agent

Placements24; Paarl; Hybrid; ZAR 180,000 - 220,000; Full time

Benefits offered by this job

Remote work options

Competitive salary

Medical plan

Retirement plan

Training and development

Supportive team

Job summary

Placements24 is seeking a Customer Experience Agent in Paarl, Western Cape, to deliver exceptional service across phone, email, and live chat. You will resolve inquiries, maintain accurate CRM records, and contribute to a seamless customer journey from first contact onward.

The role values strong communication, problem-solving skills, empathy, and a proactive attitude toward continuous improvement. Remote work options are available for qualified candidates.

Qualifications

• Minimum of experience in customer service, call center, or related field.
• Excellent verbal and written communication skills.
• Proficiency with CRM software and basic troubleshooting.
• Strong empathy, patience and positive attitude toward customer care.
• Ability to multitask and adapt to evolving customer needs.

Responsibilities

• Engage with customers through phone, email, and live chat to address their needs and inquiries.
• Provide accurate information regarding products, services and account management.
• Troubleshoot and resolve customer issues with a focus on first-contact resolution.
• Maintain detailed records of customer interactions in the CRM system.
• Identify opportunities to enhance the customer experience and gather feedback.
• Escalate unresolved issues to appropriate departments and ensure follow-through.

Skills

Customer service

Communication

CRM software

Problem-solving

Empathy

Multitasking

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client is seeking an enthusiastic and customer-oriented Customer Experience Agent to join their dynamic team in Paarl, Western Cape . You will be instrumental in shaping positive customer interactions and ensuring high levels of satisfaction. This role requires a blend of strong communication skills, problem-solving abilities, and a genuine desire to assist customers. You will handle inquiries, resolve issues, and provide support across various channels, aiming to create memorable experiences. Join a company that values its customers and invests in its employees, offering a collaborative environment where your contributions make a real difference.

Key Responsibilities

• Engage with customers through phone, email, and live chat to address their needs and inquiries.
• Provide accurate and helpful information regarding products, services, and account management.
• Troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Proactively identify opportunities to enhance the customer experience and gather feedback.
• Escalate unresolved issues to appropriate departments, ensuring follow-through.

Requirements

• Previous experience in customer service , call center, or a related field.
• Excellent verbal and written communication skills.
• Proficiency in CRM software and basic troubleshooting techniques.
• Strong empathy, patience, and a positive attitude towards customer care.
• Ability to multitask and adapt to evolving customer needs.
• High school diploma or equivalent; customer service certifications are a plus.

Benefits

• Competitive salary and potential for bonuses.
• Remote work options available for qualified candidates.
• Comprehensive benefits including medical and retirement plans.
• Training and development programs to enhance your skills.
• A supportive and friendly team environment.