Customer Experience Champion - Durban

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

Benefits offered by this job

Private medical aid

Retirement fund contributions

Employee discounts

Growth opportunities

Training programs

Performance-based bonuses

Supportive management

Job summary

Placements24 in Durban is seeking a motivated and empathetic Customer Experience Champion to ensure every customer interaction is positive and memorable, driving loyalty and repeat business. You will be the voice of the customer, advocating for their needs and collaborating with departments to enhance the journey.

Ideal candidates possess strong communication and active listening skills, with a solid understanding of CRM platforms and a passion for helping others in a fast-paced e-commerce

Qualifications

• Minimum prior experience in customer service or support is essential.
• Strong listening and communication skills are required.
• Ability to stay calm under pressure and deliver solutions.
• Proficiency with CRM software or helpdesk platforms is preferred.
• A passion for delivering exceptional service and helping customers.

Responsibilities

• Handle inbound inquiries via phone, email, and chat with accurate resolutions.
• Resolve complaints with empathy and professionalism.
• Guide customers through product information, orders, and post‑purchase support.
• Collaborate across departments to improve the customer journey.
• Maintain detailed records of interactions in the CRM system.

Skills

Customer service

Active listening

Communication

CRMs

Problem solving

Time management

Team player

E-commerce knowledge

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a thriving e-commerce enterprise located in the coastal city of Durban , is seeking a motivated and empathetic Customer Experience Champion. This role is pivotal in ensuring that every customer interaction is positive and memorable, fostering loyalty and driving repeat business. You will be the voice of the customer within the company, advocating for their needs and working collaboratively with various departments to enhance the overall customer journey. The ideal candidate will possess exceptional communication skills, a deep understanding of customer service principles, and a genuine passion for helping others. This is a fantastic opportunity to make a significant impact on customer satisfaction in the dynamic market of KwaZulu-Natal . We are looking for an individual who is dedicated to upping our client's reputation for excellence.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat, providing accurate and efficient resolutions.
• Address and resolve customer complaints and concerns with empathy and professionalism.
• Guide customers through product information, order processing, and post-purchase support.
• Proactively identify opportunities to improve the customer experience and provide feedback to management.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Collaborate with shipping and logistics teams to resolve delivery issues.
• Educate customers on product features, benefits, and available resources.
• Process returns, exchanges, and refunds according to company policy.
• Contribute to team goals by achieving and exceeding key performance indicators.
• Stay up-to-date with product knowledge and company policies to provide the best possible service.

Requirements

• Previous experience in a customer service or customer support role is essential.
• Strong active listening and communication skills.
• Ability to remain calm and composed under pressure.
• Proficiency with CRM software and helpdesk platforms.
• Excellent problem-solving abilities and a knack for finding solutions.
• A passion for delivering exceptional customer service.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player mentality with a willingness to support colleagues.
• Familiarity with e-commerce operations is a significant advantage.
• Based in or willing to commute to Durban .

Benefits

• An attractive annual salary of Rand.
• Private medical aid and retirement fund contributions.
• Employee discounts on company products.
• Opportunities for growth within a reputable organization.
• A positive and energetic work environment in Durban .
• Regular training and development programs to enhance skills.
• Performance-based bonuses and incentives.
• Supportive management and team atmosphere.