Customer Experience Associate

Brights Hardware; Bellville; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading retailer in Bellville seeks an Administrative Support Specialist for their Customer Experience department. This role requires a dedicated individual to manage reporting, training, and customer service activities while assisting the department supervisor. Candidates should have at least 4 years of experience in customer experience, along with strong communication, leadership, and multitasking skills. A Matric certificate and proficiency in Microsoft Office are essential. This role supports the achievement of service level agreements in line with company values.

Qualifications

• Minimum 4 years in Customer Experience.
• Brights Leadership Training and Induction completed.
• Valid Driver’s Licence & own vehicle is an advantage.

Responsibilities

• Provide administrative support to the Customer Experience department.
• Coordinate month-end reporting and management sessions.
• Handle customer queries and feedback.

Skills

Ability to communicate clearly & effectively

Analytical and problem-solving skills

Leadership skills

Microsoft Office proficiency

Ability to multitask

Good customer experience skills

Education

Matric or Equivalent

NQF Level 5 in Business related studies

Tools

K8 System Knowledge

Microsoft Office

Job description

Job Location

Bellville, Western Cape, South Africa

Application Deadline

February 09, 2026

Job Description

Purpose: 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.

Key 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)