Customer Experience Champion

Placements24; Randburg; Hybrid; ZAR 320,000 - 520,000; Full time

Job summary

Placements24 in Randburg is seeking a Customer Experience Champion to oversee service standards across in-store and online channels. You will drive loyalty initiatives, resolve complex issues, and act as a brand ambassador.

The role requires exceptional communication, strong CX knowledge, and the ability to collaborate with multiple departments to deliver an outstanding shopping experience.

Qualifications

• Experience in customer service management within retail.
• Strong communication and interpersonal skills.
• Familiarity with CSAT/NPS metrics and service standards.

Responsibilities

• Develop and implement strategies to enhance customer experience in-store and online.
• Serve as primary contact for inquiries, feedback, and complaints, resolving issues empathetically.
• Train and coach store staff on customer service excellence and brand standards.
• Monitor feedback channels and report on trends and insights.
• Identify opportunities to improve customer journeys and loyalty programs.
• Collaborate with marketing and operations to align CX initiatives.
• Ensure the store environment is welcoming and conducive to positive interactions.
• Engage with customers to gauge satisfaction and offer assistance.
• Handle returns and post-purchase issues professionally.
• Act as a brand ambassador upholding company values.

Skills

Customer service management

Customer experience

Communication

Problem-solving

CRM systems

NPS/CSAT metrics

Team training

Cross-department collaboration

Education

Customer-focused degree

Tools

CRM software

Feedback platforms

Job description

About the Role

Our client, a well-regarded retail brand in the bustling hub of Randburg , is actively seeking a dedicated Customer Experience Champion. This role is paramount in ensuring every customer interaction is positive, memorable, and brand-enhancing. The ideal candidate will be an exceptional communicator with a deep understanding of customer service best practices and a passion for creating loyalty. You will be responsible for overseeing customer service standards, resolving complex customer issues, and implementing initiatives to elevate the overall shopping experience. This is a unique opportunity to shape customer perceptions and drive satisfaction within a prominent retail setting in Randburg . We are looking for an individual who can act as a brand ambassador and ensure customer delight.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience in-store and online.
• Serve as the primary point of contact for customer inquiries, feedback, and complaints, resolving issues efficiently and empathetically.
• Train and coach store staff on customer service excellence and brand standards.
• Monitor customer feedback channels (surveys, reviews, social media) and report on key trends and insights.
• Identify opportunities to improve customer journeys and loyalty programs.
• Collaborate with marketing and operations teams to align customer experience initiatives.
• Ensure the store environment is welcoming and conducive to positive customer interactions.
• Proactively engage with customers to gauge satisfaction and offer assistance.
• Handle returns, exchanges, and other post-purchase issues with professionalism.
• Act as a brand ambassador, embodying the company's values and service philosophy.

Requirements

• Proven experience in customer service management, customer experience, or a related role within the retail sector.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and metrics (e.g., NPS, CSAT).
• Ability to handle difficult customer situations with diplomacy and professionalism.
• Experience with CRM systems and customer feedback platforms is advantageous.
• A passion for creating outstanding customer experiences and building brand loyalty.
• Ability to work collaboratively with various departments.
• Flexibility to work varied shifts, including weekends, as required by the Randburg location.
• Detail-oriented with a focus on continuous improvement.
• Relevant certification or degree in a customer-focused field is a plus.

Benefits

This position offers a competitive salary and the opportunity to directly impact customer satisfaction and brand reputation. Our client provides ongoing training in customer experience strategies and leadership development. You will work in a dynamic and customer-centric environment in Randburg , contributing to a brand known for its service excellence.

Benefits may include staff discounts and opportunities for career progression within the company. Join a team that prioritizes customer relationships and strives for continuous improvement in every interaction.