Customer Experience Champion - Benoni

Placements24; Benoni; Hybrid; ZAR 150,000 - 230,000; Full time

Benefits offered by this job

Competitive compensation

Remote work

Training & development

Team events

Performance bonuses

Recognition programs

Job summary

Placements24 is seeking a Customer Experience Champion to join our fully remote team serving customers in and around Benoni, Gauteng. The role focuses on ensuring every interaction is positive, driving loyalty and satisfaction, and acting as the customer's advocate.

The ideal candidate excels in communication, empathy, and proactive problem-solving, and is comfortable working remotely with reliable internet.

Qualifications

• Experience in a customer-facing role with a focus on customer experience or success.
• Excellent communication, interpersonal, and listening skills.
• Empathy and ability to understand customer needs.
• Proficient in CRM tools and digital communication channels.
• Comfort with remote work and reliable internet connection.

Responsibilities

• Engage with customers via phone, email, and social channels to provide support and build relationships.
• Proactively seek opportunities to enhance the customer experience.
• Address feedback and concerns, turning negative experiences into positive outcomes.
• Collaborate with internal teams to resolve issues and drive service improvements.
• Develop knowledge of products and services to support customers.
• Contribute to scripts and guidelines for consistent customer interactions.
• Track customer experience metrics and report trends.
• Advocate for customer interests within the company.

Skills

Customer experience

Communication skills

Empathy

Active listening

CRM software proficiency

Time management

Independent / self-motivated

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client, a dynamic retail company, is seeking a passionate Customer Experience Champion to join their fully remote team, serving customers in and around Benoni , Gauteng. This pivotal role focuses on ensuring every customer interaction is positive and memorable, driving customer loyalty and satisfaction. You will act as an advocate for the customer, identifying areas for improvement in service delivery and contributing to a culture of customer-centricity. The ideal candidate is an exceptional communicator, empathetic, and possesses a genuine desire to exceed customer expectations. This remote position allows for flexibility while making a significant impact on our client's brand reputation. We are looking for an individual who can proactively address customer needs and contribute innovative ideas to enhance the overall customer journey. This role is instrumental in building lasting relationships with our client's customer base, supporting their presence in the Benoni area.

Key Responsibilities

Engage with customers across various channels (phone, email, social media) to provide support and build relationships. Proactively seek opportunities to enhance the customer experience. Address customer feedback and concerns, turning potentially negative experiences into positive ones. Collaborate with internal teams to resolve customer issues and implement service improvements. Develop and maintain a deep understanding of our client's products and services. Contribute to the creation of customer service scripts and guidelines. Track key customer experience metrics and report on trends. Champion customer needs and advocate for their interests within the company. Identify and implement best practices for customer engagement.

Requirements

Proven experience in a customer-facing role, with a strong focus on customer experience or customer success. Exceptional communication, interpersonal, and active listening skills. A natural ability to empathize with customers and understand their needs. Proficiency in using customer relationship management (CRM) software and digital communication tools. Ability to work independently and manage time effectively in a remote setting. A proactive and problem-solving mindset. High school diploma or equivalent; further education or certification in customer service is a plus. Must be comfortable working remotely and have a reliable internet connection. Familiarity with the Benoni consumer market is beneficial.

Benefits

Competitive annual compensation. Remote work flexibility with a supportive online environment. Opportunities for training and professional development in customer experience strategies. Contribute to a company that prioritizes customer satisfaction. Team-building activities and virtual social events. Performance bonuses and recognition programs.