Customer Experience Associate

Placements24; Stellenbosch Local Municipality; Hybrid; ZAR 200,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive medical benefits

Retirement benefits

Professional growth opportunities

Employee discounts on products

Paid time off and public holidays

Continuous training programs

Team events and wellness programs

Wellness program contributions

Job summary

Placements24 is recruiting a Customer Experience Associate for a fast-growing direct-to-consumer brand in Paarl, Western Cape. You will manage customer communications, resolve issues, and gather feedback to drive service improvements across the customer journey from inquiry to post-purchase support.

The ideal candidate is empathetic, detail-oriented, and skilled with CRM platforms, with at least two years in customer service.

Qualifications

• Minimum of 2 years in a customer service or CX role.
• Exceptional written and verbal communication skills.
• Strong empathy and active listening abilities.
• Proficiency with CRM software and customer support tools.
• Excellent problem-solving and quick thinking.
• Positive attitude and desire to help customers.
• Ability to multitask in a fast-paced environment.
• High school diploma; certifications are a plus.
• Experience in e-commerce or direct-to-consumer industries is advantageous.
• Team collaboration and adaptability to evolving needs.

Responsibilities

• Handle inbound customer inquiries via email, phone, and social media.
• Address questions about products, orders, shipping, and returns promptly.
• Resolve issues with first-contact resolution when possible.
• Process orders, returns, and exchanges efficiently in our systems.
• Maintain accurate customer records in the CRM.
• Identify opportunities to improve the customer experience.
• Gather feedback through surveys and direct interactions.
• Collaborate with sales and operations to ensure seamless support.
• Contribute to customer service documentation and FAQs.
• Foster a positive brand image through customer interactions.

Skills

Customer service experience

Written and verbal communication

Empathy

CRM proficiency

Problem-solving

Multitasking

Education

High school diploma

Tools

CRM software

Customer support platforms

Job description

About the Role

Our client, a rapidly growing direct-to-consumer brand, is seeking a Customer Experience Associate to enhance customer satisfaction and loyalty in Paarl, Western Cape. This role is pivotal in ensuring every customer interaction is positive and memorable, from initial inquiry to post-purchase support. You will be responsible for managing customer communications, resolving issues, and gathering feedback to drive service improvements. The ideal candidate is empathetic, detail-oriented, and possesses a passion for creating exceptional customer journeys within Western Cape.

Key Responsibilities

• Handle inbound customer inquiries via email, phone, and social media channels.
• Address customer questions about products, orders, shipping, and returns promptly and accurately.
• Resolve customer issues and complaints effectively, striving for first-contact resolution.
• Process orders, returns, and exchanges efficiently within the company's systems.
• Maintain detailed and accurate customer records in the CRM.
• Proactively identify opportunities to improve the customer experience.
• Gather customer feedback through surveys and direct interactions, reporting insights to the team.
• Collaborate with internal teams (e.g., sales, operations) to ensure seamless customer support.
• Contribute to the development of customer service documentation and FAQs.
• Foster a positive brand image through every customer interaction.

Requirements

• Minimum of 2 years of experience in a customer service or customer experience role.
• Exceptional written and verbal communication skills.
• Strong empathy and active listening abilities.
• Proficiency in using CRM software and customer support platforms.
• Excellent problem-solving skills and the ability to think on your feet.
• A positive attitude and a genuine desire to help customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High school diploma or equivalent required; relevant certifications are a plus.
• Experience in e-commerce or direct-to-consumer industries is advantageous.
• Ability to work collaboratively within a team and adapt to evolving needs.

Benefits

• Competitive salary and performance incentives.
• Hybrid work model offering flexibility.
• Comprehensive medical and retirement benefits.
• Opportunities for professional growth and development.
• Employee discounts on company products.
• A positive and engaging work culture.
• Generous paid time off and public holidays.
• Access to continuous training programs.
• Team events and social activities.
• Contribution towards wellness programs.