Customer Experience Champion

Placements24; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Performance-based bonuses

Job summary

Placements24 is seeking a Customer Experience Champion to join the Cape Town team. You will handle inquiries across phone, email, live chat and social channels, resolving issues with empathy and efficiency.

The role emphasizes delivering positive customer journeys, driving loyalty, and contributing to continuous improvements. A background in customer service and CRM proficiency is preferred; a high school diploma is required, with growth opportunities and performance-based bonuses available.

Qualifications

• 2+ years in customer service or call centre preferred.
• Strong communication and interpersonal skills.
• Problem-solving ability and composure in tough situations.
• Proficiency with CRM software and general office tools.
• Ability to work in a high-volume environment.
• Passion for customer service and exceeding expectations.
• Detail-oriented and well organized.
• Team collaboration skills.
• Based in or willing to commute to Cape Town, Western Cape.
• High school diploma or equivalent; further education is a plus.

Responsibilities

• Handle customer inquiries via phone, email, live chat and social channels.
• Resolve complaints promptly with empathy and efficiency.
• Provide accurate product and policy information.
• Identify opportunities to improve the customer experience.
• Process orders, returns and exchanges per procedures.
• Build relationships through exceptional service.
• Escalate complex issues to relevant departments.
• Gather feedback and report insights to management.
• Maintain strong product knowledge to assist customers.
• Document interactions and resolutions in the CRM system.

Skills

Customer service experience

Excellent communication

Empathy & interpersonal skills

CRM software proficiency

Time management

Team player

Multitasking

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is looking for a dedicated Customer Experience Champion to join their vibrant team in Cape Town, Western Cape . This role is pivotal in ensuring every customer interaction is positive, memorable, and efficient. You will be the voice of the customer, advocating for their needs and working to resolve issues with empathy and speed. The ideal candidate is passionate about customer service, possesses outstanding communication skills, and thrives in a client-facing environment. This is a fantastic opportunity to make a tangible impact on customer loyalty and satisfaction in a busy, metropolitan setting. As an integral part of the team, you will contribute to shaping the customer journey and upholding the high standards our client is known for.

Key Responsibilities

• Handle incoming customer inquiries through various channels (phone, email, live chat, social media) with professionalism and efficiency.
• Resolve customer complaints and issues promptly and effectively, ensuring customer satisfaction.
• Provide accurate information about products, services, and company policies.
• Proactively identify opportunities to enhance the customer experience and suggest improvements.
• Process orders, returns, and exchanges according to company procedures.
• Build and maintain strong customer relationships by delivering exceptional service.
• Collaborate with internal departments to resolve customer issues that require escalation.
• Gather customer feedback and report insights to management to inform business decisions.
• Maintain a high level of product knowledge to assist customers effectively.
• Document all customer interactions and resolutions accurately in the CRM system.

Requirements

• Previous experience in a customer service or call center environment (at least 2 years preferred).
• Excellent communication and interpersonal skills, with a friendly and empathetic demeanor.
• Strong problem-solving abilities and the capacity to handle difficult situations calmly.
• Proficiency with CRM software and standard office applications.
• Ability to multitask and manage time effectively in a high-volume environment.
• A genuine passion for customer service and exceeding expectations.
• Detail-oriented with strong organizational skills.
• Ability to work effectively within a team.
• Must be based in or willing to commute to Cape Town, Western Cape .
• High school diploma or equivalent; further education is a plus.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical insurance and performance-based bonuses. You will be part of a dynamic and supportive team environment located in the heart of Cape Town, Western Cape . Opportunities for training and career growth within a leading company are abundant. Experience a workplace that truly values customer satisfaction and employee well-being. Join a team dedicated to creating outstanding customer experiences and contribute to the success of a thriving business.