Customer Experience Associate - WhatJobs Direct

Placements24; East London; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary

Comprehensive training program

Career growth opportunities

Supportive remote team environment

Work with a reputable retail brand

Paid time off and holidays

Job summary

Placements24 is seeking a Customer Experience Associate to join a fully remote team serving customers across East London, Eastern Cape and beyond. You will handle inquiries via email, chat, and phone when needed, ensuring friendly, efficient support and first‑point resolution where possible.

The role emphasizes empathy, clear communication, and problem solving in a digital environment. You will document interactions, participate in training, and contribute to building loyalty for a leading

Qualifications

• Experience in customer service or call center roles.
• Exceptional verbal and written communication with a friendly tone.
• Ability to manage multiple tasks in a fast-paced environment.
• Comfort with CRM systems and digital tools.

Responsibilities

• Respond to customer inquiries across email, chat, and phone when needed.
• Provide product information, process returns and exchanges, and answer order questions.
• Maintain detailed records of customer interactions and feedback.
• Identify and escalate complex issues to the appropriate team.
• Strive for first-contact resolution and proactive problem solving.
• Contribute to service and product improvements with customer insights.
• Follow company guidelines and procedures in all interactions.
• Assist in training new team members on customer service protocols.
• Foster loyalty through positive and supportive customer interactions.
• Stay updated on products, services, and policies to provide accurate information.

Skills

Customer service

Communication

Active listening

Problem solving

Remote work

Multichannel support

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a forward-thinking retail company, is looking for an enthusiastic and empathetic Customer Experience Associate to join their remote team, serving customers in East London, Eastern Cape and beyond. This role is dedicated to ensuring every customer interaction is positive, memorable, and resolves their needs effectively. The ideal candidate possesses outstanding communication skills, a genuine passion for helping people, and a knack for problem-solving in a digital environment. You will be the first point of contact for customers across various channels, including email, chat, and potentially phone, providing support, answering inquiries, and addressing concerns with professionalism and care. This fully remote position allows for flexibility while requiring dedication to delivering a high level of service. We are seeking individuals who are proactive, patient, and committed to upholding our client's reputation for excellent customer service. This is an opportunity to build a career in customer relations within the retail sector, working from home and making a real difference to customer satisfaction. Our client believes in empowering their CX team to provide exceptional support and foster customer loyalty.

Key Responsibilities

• Respond to customer inquiries and resolve issues promptly and efficiently across multiple communication channels (email, chat, social media).
• Provide product information, process returns and exchanges, and assist customers with order‑related questions.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify and elevate priority issues or complex customer concerns to the appropriate department or supervisor.
• Proactively seek solutions to customer problems, aiming for first-contact resolution whenever possible.
• Gather customer feedback and share insights with relevant teams to contribute to service and product improvements.
• Follow communication procedures, guidelines, and policies.
• Assist in training new team members on customer service protocols and best practices.
• Contribute to building customer loyalty through positive and supportive interactions.
• Stay updated on company products, services, and policies to provide accurate information.

Requirements

• Previous experience in customer service, call center, or a related client‑facing role.
• Exceptional verbal and written communication skills, with a clear and friendly tone.
• Strong active listening and problem‑solving abilities.
• Proficiency in using customer support software and tools (CRM experience is a plus).
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Patience, empathy, and a genuine desire to help customers.
• Self‑motivated and able to work independently in a remote setting.
• Reliable internet connection and a dedicated home office setup.
• High school diploma or equivalent; further education or certifications in customer service are beneficial.
• Adaptability and willingness to learn new products and processes.

Benefits

• Fully remote working position offering great flexibility.
• Competitive salary and potential for performance-based incentives.
• Comprehensive training program for products and systems.
• Opportunity to grow within a customer‑centric organization.
• Supportive remote team environment.
• Work with a reputable retail brand.
• Contribution to enhancing customer satisfaction and loyalty.
• Paid time off and holidays.