Customer Experience Representative

Placements24; Pretoria; Hybrid; ZAR 167,000 - 290,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Fully remote work arrangement

Professional development opportunities

Supportive remote team culture

Access to customer service tools

Job summary

WhatJobs Direct is seeking a Customer Experience Representative to join our remote team supporting operations based in Pretoria. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing information about our services from home.

The role emphasizes strong communication, problem-solving, and a patient, customer-focused approach, with performance-based bonuses and opportunities for professional development.

Qualifications

• Proven experience in customer service or call center.
• Excellent communication skills, both verbal and written.
• Remote work ready with reliable internet and dedicated workspace.
• Familiarity with CRM systems is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Process customer requests, such as orders, returns, and account updates.
• Identify and address customer needs to enhance their experience and satisfaction.
• Maintain detailed records of customer interactions and transactions.
• Meet performance metrics and contribute to team goals.
• Provide feedback on customer experience to management to improve services.
• Adhere to company communication guidelines and best practices.

Skills

Clear communication

Active listening

Problem solving

Multitasking

CRM familiarity

Tools

CRM systems

Job description

About the Role

WhatJobs Direct is seeking an enthusiastic and customer-focused Customer Experience Representative to join our remote team, supporting operations based in Pretoria. This role is pivotal in ensuring every customer interaction is positive, efficient, and contributes to overall customer loyalty. You will be the first point of contact for many customers, handling inquiries, resolving issues, and providing information about our services. The ideal candidate is a natural communicator, possesses strong problem-solving skills, and is committed to delivering exceptional service from the comfort of their own home. As a fully remote position, this opportunity offers significant flexibility for candidates residing anywhere, but particularly those in or around Pretoria, Gauteng.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues effectively, escalating complex problems when necessary.
• Process customer requests, such as orders, returns, and account updates.
• Identify and address customer needs to enhance their experience and satisfaction.
• Maintain detailed records of customer interactions and transactions.
• Contribute to team goals and company objectives by meeting performance metrics.
• Provide feedback on customer experience to management to help improve services.
• Adhere to all company communication guidelines and best practices.

Requirements

• Proven experience in customer service, call center, or a similar client-facing role.
• Excellent communication skills, both verbal and written.
• Strong active listening and problem-solving abilities.
• Ability to multitask and manage time effectively in a remote setting.
• Proficiency with computer systems and common software applications.
• A positive attitude and a genuine desire to help customers.
• Must have a reliable internet connection and a dedicated workspace for remote work.
• Familiarity with CRM systems is a plus.
• Residing within proximity to Pretoria, Gauteng is advantageous but not required for this remote role.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement, offering unparalleled flexibility.
• Opportunities for professional development and skill enhancement.
• A supportive and inclusive remote team culture.
• Access to the latest customer service tools and technologies.
• Be part of a company committed to delivering outstanding customer experiences from Pretoria to the world.