Customer Experience Coordinator

Placements24; Vereeniging; On-site; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Performance incentives

Benefits package

Job summary

Placements24 is seeking a proactive Customer Experience Coordinator in Vereeniging, Gauteng to enhance the end-to-end customer journey across channels. You will monitor feedback, collaborate with Marketing, Sales and Operations, and help shape service standards to drive satisfaction.

The ideal candidate has strong communication and analytical skills, a track record in customer-facing roles, and is comfortable using CRM tools.

Qualifications

• Proven experience in customer service, customer experience, or a related field.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to interpret customer feedback data.
• Proficiency in using CRM systems and customer feedback tools.
• Exceptional organizational and project management skills.
• Ability to work collaboratively with diverse teams.
• Proactive and results-oriented mindset with a passion for customer satisfaction.
• Experience in the retail sector is a plus.

Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media, direct interactions).
• Identify trends and patterns in customer feedback to pinpoint areas needing improvement.
• Collaborate with cross-functional teams (e.g., Marketing, Sales, Operations) to implement customer experience initiatives.
• Develop and maintain customer service standards and protocols.
• Assist in resolving escalated customer complaints and ensuring satisfactory resolutions.
• Create and manage customer-facing content, such as FAQs and guides.
• Contribute to training programs for customer-facing staff on service excellence.
• Track key customer experience metrics and report on progress to management.
• Champion customer-centric thinking throughout the organization.

Skills

Customer service

Customer experience

Communication skills

Analytical skills

CRM proficiency

Project management

Education

Bachelor's degree in Business, Marketing, or related field

Tools

CRM software

Job description

About the Role

Our client, a leading retailer with a strong online presence, is seeking a proactive and detail-oriented Customer Experience Coordinator to join their team in Vereeniging, Gauteng. This role is dedicated to enhancing the overall customer journey, ensuring satisfaction across all touchpoints. You will be instrumental in managing customer feedback, identifying areas for improvement, and implementing strategies to elevate the service experience. The ideal candidate possesses strong organizational skills, excellent communication abilities, and a passion for customer advocacy. This is a great opportunity to contribute to a reputable brand and shape positive customer interactions in Vereeniging, Gauteng.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media, direct interactions).


• Identify trends and patterns in customer feedback to pinpoint areas needing improvement.


• Collaborate with cross-functional teams (e.g., Marketing, Sales, Operations) to implement customer experience initiatives.


• Develop and maintain customer service standards and protocols.


• Assist in resolving escalated customer complaints and ensuring satisfactory resolutions.


• Create and manage customer-facing content, such as FAQs and guides.


• Contribute to training programs for customer-facing staff on service excellence.


• Track key customer experience metrics and report on progress to management.


• Champion customer-centric thinking throughout the organization.

Requirements

• Proven experience in customer service, customer experience, or a related field.


• Excellent written and verbal communication skills.


• Strong analytical skills with the ability to interpret customer feedback data.


• Proficiency in using CRM systems and customer feedback tools.


• Exceptional organizational and project management skills.


• Ability to work collaboratively with diverse teams.


• A proactive and results-oriented mindset with a passion for customer satisfaction.


• Experience in the retail sector is a plus.


• Located in or willing to commute to Vereeniging, Gauteng.


• Bachelor's degree in Business, Marketing, or a related field is preferred.

Benefits

Our client offers a competitive salary, performance incentives, and a comprehensive benefits package. You will be part of a dynamic team within a company that values its employees and prioritizes customer satisfaction. This role offers opportunities for professional growth and development within the customer experience domain. Join our team in Vereeniging, Gauteng and play a key role in shaping exceptional customer interactions.