Customer Experience Agent (Hybrid)

Placements24; Benoni; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, vision

Paid leave

Hybrid work

Training & development

Job summary

Placements24 in Benoni, Gauteng, is seeking a Customer Experience Agent to enhance service quality across channels. The role blends remote work with in-office sessions to deliver prompt assistance and accurate information.

You will handle inquiries, resolve issues, and document interactions in CRM while collaborating with a supportive team to ensure an outstanding customer journey.

Qualifications

• Experience in a customer service or CX role.
• Excellent communication and interpersonal skills.
• Proficient with CRM and customer support tools.

Responsibilities

• Handle inquiries across phone, email and live chat.
• Provide accurate product, service, and policy information.
• Troubleshoot and resolve issues to ensure satisfaction.
• Document interactions and resolutions in the CRM.
• Escalate complex problems to seniors when needed.
• Identify opportunities to improve the customer experience.

Skills

Customer service

Communication

Interpersonal skills

Problem-solving

Adaptability

Education

High school diploma

Tools

CRM software

Ticketing systems

Live chat platforms

Job description

About the Role

Our client is looking for an enthusiastic and customer-centric Customer Experience Agent to join their team in Benoni . This role is designed for individuals passionate about creating positive customer interactions and resolving inquiries effectively. With a hybrid work model, you'll benefit from the flexibility of remote work combined with collaborative in-office sessions. You will play a key role in ensuring customer satisfaction through responsive communication and effective problem-solving, contributing to a supportive team environment.

Key Responsibilities

• Handle customer inquiries across various channels, including phone, email, and live chat.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues efficiently, ensuring customer satisfaction.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex problems to senior agents or relevant departments when necessary.
• Proactively identify opportunities to improve the customer experience.

Requirements

• Previous experience in a customer service or customer experience role.
• Excellent communication and interpersonal skills.
• Proficiency in using CRM software and other customer support tools.
• Strong problem-solving abilities and attention to detail.
• Adaptable to a hybrid work environment, balancing remote and office-based tasks.
• High school diploma or equivalent; relevant certifications are a plus.

Benefits

• Competitive salary.
• Comprehensive health, dental, and vision insurance.
• Paid vacation and sick leave.
• Hybrid work arrangement for improved work-life balance.
• Access to ongoing training and professional development programs.