Customer Experience Executive

Protect Group; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider based in Cape Town is seeking a Customer Experience Executive to enhance client interactions and improve satisfaction. This role involves monitoring customer enquiries, approving refund requests, and addressing complaints. The ideal candidate will have strong communication skills, attention to detail, and a proactive attitude. A commitment to excellence and a passion for customer service are essential, as well as fluency in English. Join a dynamic team focused on innovation and growth.

Qualifications

• Experience in customer-focused positions essential.
• Fluency in English is a requirement.
• Excellent written and verbal communication skills required.
• Well organized with previous experience using CRM systems is essential.

Responsibilities

• Monitor customer enquiries and respond appropriately.
• Review refund applications and approve valid ones.
• Handle customer complaints, escalating when necessary.
• Liaise with departments to route enquiries correctly.
• Maintain a professional tone in communications.

Skills

Customer focus

Fluent English

Attention to detail

Excellent communication skills

Experience with CRM systems

Self-motivated

Proactive approach

Well organized

Personable

Willingness to learn

Job description

Customer Experience Executive

Location: Cape Town, South Africa

Contract: Permanent, Full-Time

Hours: Sunday - Thursday 8am - 6pm

Language requirements: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial.

Application Method - Please ensure that you apply with a CV written in English.

Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through innovative technology solutions. Founded in 2016, we’ve rapidly grown to serve over 400 business partners across 75+ countries, with a presence in 12 global offices.

Our dynamic, AI-driven widget integrates seamlessly into online booking and sales platforms, providing customer-centric solutions that boost satisfaction and ancillary revenue without significant upfront costs. At Protect Group, innovation is at our core — we continuously seek new ideas and technologies to stay ahead in today’s fast-changing market.

As a part of the Protect Group team, you will join a community that values collaboration and a shared purpose, fostering a strong sense of community. We believe in accountability and owning our responsibilities, ensuring that we deliver on promises and find solutions when challenges arise.

« Protect People » are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day. We are looking for someone who shares our passion for disrupting global industries across transportation, travel, hospitality, events, and financial services, driving continuous growth and success.

General Duties

• Monitoring customer enquiries, checking details and responding appropriately.
• Reviewing evidence provided for each refund application and approving valid applications.
• Handling customer complaints or issues, escalating to the Customer Experience Manager when required.
• Liaising with internal departments to route customer enquiries to the right team.
• Maintaining a professional and polite tone in all communications.

Required Skills and Experience

• Experience in customer focused positions.
• Fluent English is a requirement of the role.
• Essential to have the ability to balance human and commercial considerations.
• Accuracy and attention to detail.
• Excellent communication skills (written and verbal) in all fluent languages.
• Experience working with customers over the phone and via email.
• Enthusiastic, high degree of integrity, self-motivated, positive attitude and a proactive approach to work.
• Well organised with previous experience using CRM systems.
• Personable, able to build a good rapport.
• A real hunger and willingness to learn, not afraid to ask questions.
• Committed.
• Willingness to go above and beyond, seeing the opportunity as a career in a rapidly growing organisation, not just a job.

Beneficial Skills and Experience:

• Previous case handling experience.
• Fluency in languages in addition to English

How to Apply

If you live and breathe what you do and recognise yourself as a Protect Person then submit your latest CV and let us know what you can bring to Protect!