Customer Experience Representative

Placements24; Stellenbosch; Sur place; ZAR 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Medical aid

Internal promotion opportunities

Performance bonuses

Employee discounts

Résumé du poste

Placements24 is seeking a Customer Experience Representative in Stellenbosch to deliver exceptional service and resolve inquiries efficiently. You will engage with customers across channels, ensuring clear communication and a positive brand impression.

The role emphasizes empathy, problem-solving, and collaboration with other departments to support a smooth customer journey. On-site work in Stellenbosch offers a dynamic, team-oriented environment.

Qualifications

• Minimum experience in a customer service or client-facing role.
• Excellent verbal and written English communication.
• Strong problem-solving abilities and composure under pressure.
• Proficiency with basic computer applications; quick to learn new software.
• Positive attitude with a genuine desire to help customers.
• Able to multitask and manage time in a fast-paced environment.
• CRM familiarity is advantageous.

Responsabilités

• Handle incoming customer inquiries via phone, email, and live chat.
• Provide accurate information about products, services and policies.
• Resolve issues promptly with first-contact resolution where possible.
• Process orders, returns, and exchanges per company guidelines.
• Identify upsell/cross-sell opportunities when appropriate.
• Maintain detailed records of customer interactions.

Connaissances

Customer service

Communication skills

Problem-solving

Time management

CRM systems

Team player

Multi-tasking

Formation

High school diploma

Further education is a plus

Outils

CRM software

Description du poste

About the Role

Our client, a leading innovator in the e-commerce sector, is looking for a dedicated Customer Experience Representative to join their vibrant team in Stellenbosch, Western Cape . This role is perfect for an individual passionate about creating seamless and positive interactions for customers. You will be at the forefront of our client’s customer engagement strategy, ensuring every customer feels valued and supported. The ideal candidate is empathetic, resourceful, and possesses exceptional communication skills. This position involves understanding customer needs, resolving issues efficiently, and contributing to a culture of customer-centricity. Join a company that is committed to excellence and offers a rewarding work environment in the heart of the picturesque Stellenbosch region. This is a fantastic chance to grow your career in customer service and be part of a forward-thinking organization that prioritizes client satisfaction above all else. We believe in fostering a supportive workplace where your contributions are recognized and valued.

Key Responsibilities

• Handle incoming customer inquiries through various channels including phone, email, and live chat.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues in a timely and professional manner, aiming for first-contact resolution.
• Process orders, returns, and exchanges according to company guidelines.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with other departments to ensure a smooth customer journey.
• Proactively identify potential customer service issues and propose solutions.
• Contribute to team meetings and share insights on customer trends.
• Ensure all customer interactions reflect the company's brand values and commitment to service excellence.

Requirements

• Previous experience in a customer service or client-facing role is essential.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency with basic computer applications and ability to learn new software quickly.
• A positive attitude and genuine desire to help customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems is an advantage.
• Team player with a strong work ethic.
• Must be based in or willing to commute to Stellenbosch, Western Cape .
• High school diploma or equivalent; further education is a plus.

Benefits

• Competitive annual salary.
• Medical aid benefits.
• Opportunities for internal promotion and career growth.
• Regular performance bonuses.
• Employee discounts on company products.
• Friendly and supportive team atmosphere.
• Paid training programs to enhance skills.
• Annual leave and sick leave.
• Pension fund contributions.
• A vibrant office culture located in beautiful Stellenbosch .