Customer Experience Champion - Richards Bay Operations

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 240,000 - 360,000; Full time

Job summary

Placements24 in Richards Bay, KwaZulu-Natal, is seeking a Customer Experience Champion to manage and improve customer interactions. The role blends office collaboration with remote work, supporting a fast-paced logistics environment and cross-functional teams to deliver exceptional service.

The ideal candidate will have strong communication, problem-solving skills, and a passion for customer satisfaction, with experience in CRM tools and a customer-centric approach.

Qualifications

• Minimum experience in customer service, client relations, or similar role.
• Excellent communication, listening and interpersonal abilities.
• Proactive, customer-centric mindset with problem-solving skills.

Responsibilities

• Serve as the primary point of contact for customer inquiries and concerns.
• Identify customer needs and provide tailored solutions.
• Resolve issues efficiently to ensure high satisfaction levels.
• Document interactions and resolutions in the CRM system.
• Collaborate with sales, operations, and logistics to address customer needs.
• Provide product and service information to clients and prospects.
• Monitor feedback channels and contribute to service improvements.
• Assist in training materials for customer-facing staff.

Skills

Customer service

Communication skills

Problem solving

Interpersonal skills

Multitasking

Tools

CRM software

Job description

About the Role

Our client, a rapidly expanding logistics and supply chain company, is seeking a dedicated Customer Experience Champion to join their team in Richards Bay, KwaZulu-Natal. This role is central to maintaining and enhancing the company's reputation for exceptional service. You will be responsible for managing customer inquiries, resolving issues efficiently, and ensuring a seamless experience for clients interacting with our services. The ideal candidate is passionate about customer satisfaction, possesses excellent communication skills, and can thrive in a fast-paced, collaborative environment. This position involves a hybrid work model, balancing office-based teamwork with remote flexibility.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries and concerns.
• Proactively identify customer needs and provide tailored solutions.
• Resolve customer issues effectively and efficiently, ensuring high levels of satisfaction.
• Document customer interactions, feedback, and resolutions in the CRM system.
• Collaborate with internal teams (sales, operations, logistics) to address customer needs.
• Provide product and service information to potential and existing clients.
• Monitor customer feedback channels and implement service improvements.
• Contribute to training materials for customer-facing staff.
• Maintain a high level of professionalism and product knowledge.
• Participate in team meetings and contribute to a positive work culture.

Requirements

• Previous experience in customer service, client relations, or a similar role.
• Exceptional communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using CRM software and other relevant tools.
• Ability to manage multiple tasks and prioritize effectively.
• Experience working in a hybrid work environment is preferred.
• A proactive attitude and a passion for delivering outstanding customer experiences.
• Knowledge of the logistics or supply chain industry is an advantage.
• Based in or willing to commute to Richards Bay, KwaZulu-Natal.

Benefits

• Our client offers a competitive salary, comprehensive benefits package, and opportunities for career advancement within a growing industry.
• The hybrid work model supports a healthy work-life balance.
• You will work with a supportive team in a stimulating environment in Richards Bay.
• Gain exposure to the vital KwaZulu-Natal economic hub and contribute to the success of a leading company.