Customer Experience Executive

Babble Cloud; Johannesburg; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in cloud solutions is seeking a passionate Customer Experience Executive. This role focuses on enhancing the customer journey, ensuring retention, and leveraging feedback for continuous improvement. Ideal candidates will possess strong communication skills and a customer-first mindset.

Benefits

Life Cover and Critical Illness Cover

22 days holiday plus bank holidays

5% medical aid allowance

9-day fortnight work schedule

Company-issued laptop

Annual company celebrations

Qualifications

• Minimum 2 years’ experience in a customer service role.
• Strong written and verbal communication skills.
• Ability to build and maintain customer relationships.

Responsibilities

• Oversee and improve customer journey from request to closure.
• Drive customer retention and satisfaction.
• Utilise CRM tools to monitor interactions and feedback.

Skills

Communication

Relationship Building

Customer Focus

Organizational Skills

Education

Customer Service Experience

Tools

CRM Tools

Job description

Job Description

Join Our Dynamic Team as a Customer Experience Executive!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing?

The customer experience executive is responsible for reactive customer experience within their dedicated accounts. You will oversee and improve the customer journey, ensuring a positive and seamless experience from initial request to case closure on a reactive basis. This covers all interactions across the customer, not just customer service touchpoints.

Main Accountabilities :

• Champion opportunities to consistently improve the brand experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Understand each requirement in full
• Gather real-time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
• Target CSAT levels within the customer base above 4 and respond to feedback below this threshold
• Use all communication mediums between customers and the company to ensure a smooth customer experience
• Utilise CRM tools to monitor customer experience and track all interactions
• Proactively manage accounts and ensure reactive management aligns with expectations
• Build relationships with the day-to-day contact at the customer
• Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings

Person Specification :

• Ability to prioritise, organise, and pay attention to detail
• Strong written and verbal communication skills
• Ability to build and maintain relationships
• Customer-focused
• Ability to work individually and as part of a team

What else looks good for this role :

• Positive attitude
• Willing and excited to learn

Qualifications

• Minimum 2 years’ experience required in a customer service role

Additional Information

Why work for Babble?

• Risk cover including Life Cover, Critical Illness Cover, funeral benefits, and some Disability benefits
• 22 days holiday balance plus UK Bank Holidays, with increased annual leave based on length of service
• 5% allowance based on basic salary towards Medical Aid
• 9-day fortnight work schedule – every other Friday off
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual company celebrations

Home-Working Policy

• Your location will be home-based, requiring a stable internet connection.
• You must have a solution in place to mitigate load shedding to ensure effective work shifts; working from public spaces is not acceptable.
• As a home worker, you should have a suitable workspace, including a desk and chair in a quiet environment.

The recruitment journey

We aim to fill this role quickly but want to find the right person. The process includes a screening call, followed by an interview over Teams, and possibly a follow-up interview and competency testing depending on the role requirements.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider