Customer Experience Associate - Customer Experience

Brights; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A retail company in South Africa seeks a Customer Experience Administrator to provide essential support for service delivery. The role involves training staff, managing customer queries, and ensuring efficient operational processes. Candidates should have at least 4 years of experience in customer experience roles, strong leadership and multitasking abilities, and proficiency in Microsoft Office. A valid driver's license is advantageous. This role is vital for achieving departmental SLAs while reflecting the company's values.

Qualifications

• 4 years of experience in Customer Experience.
• Ability to communicate clearly and effectively at all levels.
• Valid Driver’s Licence & own vehicle is an advantage.

Responsibilities

• Provide administrative support to the Customer Experience department.
• Ensure accurate and timely month-end reporting.
• Deliver in-store training on customer experience processes.
• Handle customer queries, compliments, and complaints.

Skills

Leadership Skills

Analytical Skills

Problem Solving

Effective Communication

Operational Management

Multitasking

Customer Experience Skills

Education

Matric or Equivalent

NQF Level 5 in Business

Tools

Microsoft Office

K8 System Knowledge

Job description

Overview

The purpose of this role is to provide administrative support to the Customer Experience department, ensuring the achievement of Service Level Agreements (SLAs) and goals aligned with Brights values. The incumbent will undertake a range of duties, including reporting, training and customer service activities and assume a deputy role for the department supervisor in their absence.

Responsibilities

• Provide administrative support to the Customer Experience department
• Ensure accurate and timely month-end reporting - Coordinate and minute weekly management sessions
• Assist Department Supervisor with ad-hoc duties and projects
• Monitor and promote Net Promoter Score (NPS) surveys in-store
• Manage incentive programs and daily NPS reports
• Deliver in-store training on customer experience processes and procedures
• Identify training requirements and facilitate loyalty card training
• Oversee online order fulfilment and communicate with stores on product transfers
• Manage loyalty card administration, including customer details and point transfers
• Handle customer queries, compliments, and complaints reporting
• Conduct SWOT analysis and provide feedback on opportunities for store improvement

Requirements

• Matric or Equivalent
• NQF Level 5 in Business related studies advantageous
• 4 years in Customer Experience
• Brights Leadership Training completed
• Brights Induction (Service Excellence)
• Have a valid Driver’s Licence & own vehicle (advantage)
• Ability to train and develop when required.
• Decision making capabilities
• Computer Literacy K8 System Knowledge
• Ability to multitask
• Ability to communicate clearly & effectively (verbal & written) at all levels
• Leadership Skills (monitoring, evaluations, planning, time management & organising skills)
• Analytical, Problem solving, conflict resolution & employee relations skills
• Good Customer Experience, interpersonal and organisational skills
• Operational and people management skills
• Microsoft Office (Internet, E-mails, Word & Excel)

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.