Customer Experience Associate

Placements24; Durban; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote stipend

Health insurance

Dental insurance

Vision insurance

Flexible hours

Paid time off

Holidays

Professional development

Job summary

Placements24 is seeking a proactive Customer Experience Associate to join our remote team serving Durban and beyond. You will ensure a seamless journey for every customer, from first contact to post-purchase support, delivering outstanding service from your home office.

This role emphasizes clear communication, empathy, and problem-solving, with opportunities to influence customer success initiatives and collaborate with cross-functional teams.

Qualifications

• Proven experience in a customer-facing role, preferably in a remote setting.
• Excellent written and verbal communication skills, with a knack for clear explanations.
• Proficiency with remote work tools and standard office software.
• A strong sense of empathy and a genuine desire to help customers succeed.
• Ability to work independently and manage tasks effectively in a remote environment.
• Familiarity with customer success platforms is a plus.

Responsibilities

• Provide exceptional customer support via various remote channels (email, chat, video conferencing).
• Guide customers through product features, troubleshooting steps, and onboarding processes.
• Proactively identify potential customer issues and offer preventative solutions.
• Contribute to customer success initiatives and retention strategies.
• Document customer interactions and feedback accurately in the CRM system.
• Champion customer needs internally, collaborating with relevant departments to enhance the overall customer experience.

Skills

Customer-facing experience

Communication skills

Remote work tools

Empathy

Independent worker

Customer success platforms

Tools

CRM software

Office software

Job description

About the Role

Our client seeks a proactive and empathetic Customer Experience Associate to join their remote team, servicing customers from Durban and beyond. You will be dedicated to ensuring a seamless and positive journey for every customer, from initial contact through to post-purchase support. Your role is vital in shaping customer perception and loyalty, requiring a deep understanding of customer needs and a passion for delivering outstanding service from the comfort of your home office. This position emphasizes strong communication and problem-solving skills in a flexible, supportive remote setting.

Key Responsibilities

• Provide exceptional customer support via various remote channels (email, chat, video conferencing).
• Guide customers through product features, troubleshooting steps, and onboarding processes.
• Proactively identify potential customer issues and offer preventative solutions.
• Contribute to customer success initiatives and retention strategies.
• Document customer interactions and feedback accurately in the CRM system.
• Champion customer needs internally, collaborating with relevant departments to enhance the overall customer experience.

Requirements

• Proven experience in a customer-facing role, preferably in a remote setting.
• Exceptional written and verbal communication skills, with a knack for clear explanations.
• Proficiency with remote work tools and standard office software.
• A strong sense of empathy and a genuine desire to help customers succeed.
• Ability to work independently and manage tasks effectively in a remote environment.
• Familiarity with customer success platforms is a plus.

Benefits

• Competitive salary with remote work stipend.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours to promote work-life balance.
• Generous paid time off and company holidays.
• Opportunities for remote professional development and skill enhancement.