Customer Experience Associate - Port Elizabeth

Placements24; Gqeberha; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Retirement savings plan

Hybrid work model

Modern office

Job summary

WhatJobs Direct is seeking a passionate and proactive Customer Experience Associate to enhance our client's service delivery in Port Elizabeth, Eastern Cape, ZA. This hybrid role lets you work remotely and from our local office, delivering a dynamic customer experience.

You will understand customer needs, resolve issues efficiently, and champion satisfaction throughout their journey, collaborating with internal teams and contributing to ongoing service improvements.

Qualifications

• Experience in customer service or related client-facing role.
• Excellent communication and interpersonal skills.
• Strong problem-solving with a customer-first mindset.
• Proficiency with CRM systems and support software.
• Comfortable in remote and office environments.
• Good organizational skills and ability to multitask.

Responsibilities

• Engage with customers across channels to provide support.
• Identify customer needs and tailor solutions.
• Resolve inquiries and complaints empathetically.
• Gather feedback and suggest improvements.
• Collaborate with internal teams for a seamless journey.
• Maintain CRM data and document interactions.
• Assist in creating customer-facing resources.
• Monitor KPIs and report on performance.
• Support loyalty and retention initiatives.
• Stay updated on products, services, and policies.

Skills

Customer service

Communication

Problem solving

CRM software

Interpersonal skills

Multitasking

Education

High school diploma

Tools

CRM systems

Support software

Job description

About the Role

WhatJobs Direct is seeking a passionate and proactive Customer Experience Associate to enhance our client's service delivery in Port Elizabeth, Eastern Cape, ZA . This hybrid role allows you to contribute significantly both remotely and from our local office, providing a dynamic and engaging work experience. You will be at the forefront of customer interaction, ensuring every engagement is positive and memorable. Your primary goal will be to understand customer needs, resolve issues efficiently, and champion customer satisfaction throughout their journey. This is a fantastic opportunity for individuals who thrive on making a difference and possess a natural ability to connect with people. Join us in shaping exceptional customer experiences and driving loyalty.

Key Responsibilities

• Engage with customers across various channels (phone, email, chat, social media) to provide support and assistance.
• Proactively identify customer needs and offer tailored solutions.
• Resolve customer inquiries and complaints in a timely and empathetic manner.
• Gather feedback on customer experiences and identify areas for improvement.
• Collaborate with internal teams to ensure a seamless and consistent customer journey.
• Develop and maintain customer relationship management (CRM) data.
• Assist in the creation of customer-facing resources and guides.
• Monitor customer satisfaction metrics and report on key performance indicators (KPIs).
• Contribute to initiatives aimed at improving customer loyalty and retention.
• Stay informed about company products, services, and policies to provide accurate information.

Requirements

• Previous experience in customer service, hospitality, or a related client-facing role.
• Exceptional communication and interpersonal skills.
• Strong problem-solving aptitude and a customer-first mindset.
• Ability to handle difficult situations with patience and professionalism.
• Proficiency in using CRM systems and other customer support software.
• Good organizational skills and ability to manage multiple tasks.
• Comfortable working in both remote and office environments.
• High school diploma or equivalent; further education is advantageous.
• Adaptable and eager to learn new processes and technologies.
• Positive attitude and a team player.

Benefits

• This role offers a competitive salary based on experience and qualifications.
• Employees receive comprehensive health insurance, including medical and dental coverage.
• Paid time off includes vacation days, sick leave, and public holidays.
• Opportunities for professional development and training are provided to enhance your skills.
• A retirement savings plan is available.
• The hybrid work model offers flexibility.
• You will work in a modern office environment when on-site.
• We foster a positive and inclusive workplace culture.
• Employee assistance programs are available for support.
• This role offers a clear path for career growth within customer experience roles.