Customer Experience Associate

Placements24; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Generous leave

Paid sick leave

Team-building

Professional growth

Job summary

Placements24 seeks a Customer Experience Associate to enhance satisfaction and loyalty in Cape Town. You will understand customer needs, resolve concerns, and ensure outstanding service across teams including sales, marketing, and product development.

Responsibilities include handling inquiries, following up for timely resolutions, and sharing insights to improve products and services. A calm, detail-oriented mindset is essential for success in a collaborative environment.

Qualifications

• Previous experience in a customer-facing role.
• Excellent written and verbal communication.
• Proficient with CRM software.
• Strong analytical and problem-solving skills.
• Calm under pressure with high service standards.

Responsibilities

• Provide high-quality customer support across channels.
• Listen to feedback and identify trends to improve service.
• Resolve customer complaints with empathy and professionalism.
• Follow up to ensure timely resolution of inquiries.
• Collaborate with internal teams to share insights.
• Maintain accurate records of customer interactions in CRM.

Skills

Customer service

Communication

CRM proficiency

Problem-solving

Attention to detail

Under pressure

Tools

CRM software

Job description

About the Role

Our client is looking for a motivated Customer Experience Associate to enhance customer satisfaction and loyalty within their Cape Town operations. You will be instrumental in understanding customer needs, resolving their concerns, and ensuring they receive outstanding service. This role involves close collaboration with sales, marketing, and product development teams to advocate for the customer and contribute to service improvements. If you are passionate about delivering exceptional experiences and thrive in a customer-focused environment, this is an ideal opportunity to make a significant impact.

Key Responsibilities

• Provide high-quality customer support, addressing inquiries and resolving issues across various channels.
• Actively listen to customer feedback and identify trends to inform service enhancements.
• Manage and resolve customer complaints with empathy and professionalism.
• Ensure customer satisfaction by following up on inquiries and ensuring timely resolution.
• Collaborate with internal teams to share customer insights and drive product/service improvements.
• Maintain accurate records of customer interactions and service requests within the CRM system.

Requirements

• Previous experience in a customer-facing role, such as customer service or account management.
• Exceptional communication skills, both written and verbal, with an ability to build rapport.
• Proficiency with customer relationship management (CRM) software.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to remain calm and effective under pressure, handling challenging customer situations.
• A commitment to providing outstanding service and exceeding customer expectations.

Benefits

• Attractive base salary with opportunities for performance-based incentives.
• Comprehensive medical aid and retirement fund contributions.
• Generous annual leave allowance and paid sick leave.
• Regular team-building activities and a positive workplace culture.
• Opportunities for professional growth and skill development in customer experience management.