Customer Experience Representative

Placements24; Kempton Park; On-site; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive pay

Career growth

Training programs

Team environment

Provident fund

Incentives

On-site support

Team-building

Job summary

Placements24 is seeking a Customer Experience Representative in Gauteng to deliver exceptional support and resolve inquiries with empathy. The role requires strong communication, active listening, and ability to maintain records while meeting SLAs.

On-site work in a busy Tembisa hub offers opportunities for growth in a customer-centric environment. Applicants should have a minimum of 2 years in customer service, proficiency with CRM systems, and flexibility to work weekends/public holidays as

Qualifications

• 2+ years in customer service or call center.
• Excellent verbal and written communication.
• Strong active listening and problem-solving abilities.
• Proficiency with basic computer apps and data entry.
• Ability to stay calm under pressure and empathetic.
• Experience with CRM or ticketing systems is a plus.
• Willingness to work weekends/public holidays.
• On-site in Tembisa/Gauteng.

Responsibilities

• Handle a high volume of inbound inquiries via phone, email, and chat.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues promptly.
• Escalate complex issues to appropriate departments.
• Maintain records of customer interactions and transactions.
• Identify customer needs and assist with features or services.
• Gather feedback and report common themes to management.
• Adhere to SLAs and quality standards.
• Engage with customers to ensure satisfaction and build rapport.

Skills

Customer service

Communication

Active listening

Problem solving

CRM experience

Data entry

Empathy

Teamwork

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a dynamic entity within the (Retail Sector) sector, is actively searching for an empathetic and proactive Customer Experience Representative to join their dedicated team located in Tembisa, Gauteng . This role is crucial for enhancing customer satisfaction by providing exceptional support and resolving inquiries efficiently. The ideal candidate will be passionate about creating positive customer interactions and contributing to the overall success of our client's service delivery. You will be the frontline voice of the company, embodying its commitment to excellence. We are looking for an individual with outstanding communication skills and a genuine desire to help customers. This position offers a fantastic opportunity to grow within a supportive and customer-centric organization. Your dedication to understanding and meeting customer needs will be paramount to your success. The role is based in a bustling hub and requires consistent on-site presence to ensure optimal service levels for our customers in the Tembisa area.

Key Responsibilities

• Handle a high volume of inbound customer inquiries via phone, email, and chat.
• Provide accurate and comprehensive information about products, services, and company policies.
• Troubleshoot and resolve customer issues in a timely and professional manner.
• Escalate complex issues to the appropriate departments for resolution.
• Maintain detailed records of customer interactions and transactions.
• Identify customer needs and help customers use specific features or services.
• Gather customer feedback and report on common themes or issues to management.
• Contribute to team efforts by accomplishing related results as needed.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Proactively engage with customers to ensure their satisfaction and build rapport.

Requirements

• High school diploma or equivalent; further education in a related field is a plus.
• Minimum of 2 years of experience in a customer service or call center environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in basic computer applications and data entry.
• Ability to remain calm and professional under pressure.
• Customer-focused attitude with a strong sense of empathy.
• Experience with CRM or ticketing systems is an advantage.
• Ability to work flexible hours, including weekends and public holidays as required by the business needs.
• A reliable and punctual work ethic, crucial for our Tembisa operations.

Benefits

• Competitive hourly wage.
• Opportunities for career growth within a reputable company.
• Comprehensive training programs to enhance your skills.
• A positive and team-oriented work environment.
• Contribution to a provident fund.
• Potential for performance-based incentives.
• On-site support and team collaboration.
• Regular team-building activities.