Customer Experience Specialist

Placements24; Centurion; Híbrido; ZAR 300.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive remuneration package

Medical aid and retirement fund

Generous leave policy

Hybrid work model

Professional development and training

Descripción de la vacante

Placements24 is seeking a proactive Customer Experience Specialist in Centurion, Gauteng. You will enhance service delivery across touchpoints, using data insights to improve loyalty and satisfaction in a leading financial services provider.

Working in a hybrid model, you will collaborate with marketing, sales, and product teams to map journeys, train staff, and monitor CX metrics such as NPS and CSAT. English proficiency essential.

Formación

• Minimum of 3 years in customer experience, customer success, or related role.
• Analytical mindset with ability to translate data into action.
• Excellent communication, presentation, and interpersonal skills.
• Strong project management and organizational abilities.
• Experience with CRM and customer feedback tools.
• Bachelor's degree preferred; financial services experience a plus.
• Proficient in English.

Responsabilidades

• Analyze customer feedback across channels to identify trends.
• Develop and implement strategies to improve the overall customer experience.
• Collaborate with marketing, sales, and product teams to ensure a cohesive journey.
• Create and manage customer journey maps to identify pain points.
• Develop training materials and conduct staff workshops on CX best practices.
• Monitor CX metrics (NPS, CSAT) and report results to management.
• Serve as point of contact for escalated issues and ensure timely resolution.
• Stay updated on industry CX trends and best practices.

Conocimientos

Communication

Data analysis

Project management

Interpersonal skills

Customer insights

Educación

Bachelor's degree in Marketing, Business Administration, or related field

Herramientas

CRM systems

Customer feedback tools

Descripción del empleo

About the Role

Our client, a leading financial services provider, is seeking a proactive and customer-focused Customer Experience Specialist to enhance their service delivery in Centurion, Gauteng. This role is integral to shaping and maintaining positive customer interactions across all touchpoints. The ideal candidate will leverage their understanding of customer needs and industry best practices to identify areas for improvement and implement effective solutions. This position offers a unique opportunity to make a tangible impact on customer loyalty and satisfaction in a reputable organization. We are looking for individuals who are passionate about creating seamless customer journeys and possess strong analytical skills to drive positive change. You will be working in a hybrid capacity, blending essential in-office collaboration with the flexibility of remote work, contributing to a modern and efficient operational model.

Key Responsibilities

• Analyze customer feedback from various channels (surveys, reviews, social media) to identify trends and areas for improvement.
• Develop and implement strategies to enhance the overall customer experience, from initial contact to post-service follow-up.
• Collaborate with cross-functional teams, including marketing, sales, and product development, to ensure a cohesive customer journey.
• Create and manage customer journey maps to identify pain points and opportunities for optimization.
• Develop training materials and conduct workshops for staff on customer service best practices.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance to management.
• Act as a point of contact for escalated customer issues, ensuring prompt and satisfactory resolution.
• Stay updated on industry trends and best practices in customer experience management.

Requirements

• Minimum of 3 years of experience in customer experience, customer success, or a related customer-facing role.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Excellent communication, presentation, and interpersonal skills.
• Strong project management and organizational abilities.
• Familiarity with customer feedback tools and CRM systems.
• Demonstrated ability to work collaboratively with diverse teams.
• Bachelor's degree in Marketing, Business Administration, or a related field is preferred.
• Experience in the financial services sector is a significant advantage.
• Proficiency in English is essential.

Benefits

• Competitive remuneration package.
• Medical aid and retirement fund benefits.
• Generous leave policy.
• Hybrid work model offering a balance between remote and office-based work.
• Professional development and training opportunities.