Customer Experience Agent - Richards Bay

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Performance bonuses

Health benefits

Retirement savings plan

Training & development

Collaborative team culture

Job summary

Placements24 is seeking a Customer Experience Agent for our Richards Bay operations. The role blends in-office engagement with remote work, and focuses on ensuring positive customer interactions and loyalty through excellent support experiences.

You will handle inquiries, provide product information, manage accounts, and collaborate with internal teams to improve service processes in a hybrid work setup.

Qualifications

• Experience in a customer-facing role.
• Excellent verbal and written communication skills.
• Proficient with digital communication tools and CRM software.
• Empathetic, patient and solution-oriented mindset.
• Ability to manage workload effectively in a hybrid work environment.
• High school diploma or equivalent.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat platforms.
• Provide information on products/services and assist customers with account management.
• Resolve customer issues and complaints promptly and satisfactorily.
• Document customer feedback and interactions in the CRM system.
• Collaborate with internal teams to address customer needs and improve service processes.
• Identify opportunities to enhance the customer journey.

Job description

About the Role

Our client is hiring a dedicated Customer Experience Agent for their Richards Bay operations, offering a hybrid work model. This role is central to ensuring every customer interaction is positive and productive. You will be managing customer inquiries, providing solutions, and building rapport to enhance overall customer satisfaction. This position requires individuals who are proactive, empathetic, and skilled in communication, blending in-office engagement with remote work flexibility. Join a team committed to delivering exceptional service and driving customer loyalty through outstanding support experiences.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, and chat platforms efficiently.
• Provide information on products/services and assist customers with account management.
• Resolve customer issues and complaints in a timely and satisfactory manner.
• Document customer feedback and interactions accurately within the CRM system.
• Collaborate with internal teams to address customer needs and improve service processes.
• Proactively identify opportunities to enhance the customer journey.

Requirements

• Demonstrable experience in a customer-facing role or customer service position.
• Excellent verbal and written communication skills.
• Proficiency with digital communication tools and CRM software.
• A patient, empathetic, and solution-oriented mindset.
• Ability to manage workload effectively in a hybrid work environment.
• High school diploma or equivalent is required.

Benefits

• Competitive salary package with performance bonuses.
• Hybrid work flexibility to balance office and home working.
• Comprehensive health benefits and retirement savings plan.
• Ongoing training and professional development opportunities.
• A positive and collaborative team culture focused on customer success.