Customer Experience Specialist

Placements24; East London; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Professional development

On-site team in East London

Employee benefits package

Job summary

Placements24 in East London, Eastern Cape, is seeking a Customer Experience Specialist to enhance service offerings and ensure every customer interaction is positive, memorable, and drives long-term loyalty.

You will analyze feedback, map journeys, and collaborate with Marketing, Sales and Support to drive loyalty, improve processes, and deliver a seamless customer experience on-site in East London. A passion for understanding the customer journey and strong communication are essential.

Qualifications

• Proven experience in customer experience, customer service, or a related field.
• Strong analytical skills with the ability to interpret qualitative and quantitative data.
• Excellent written and verbal communication skills.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to develop and implement customer-centric strategies.
• Strong project management and organizational skills.
• A passion for understanding and improving the customer journey.
• Ability to work collaboratively with diverse teams.
• Must be able to work on-site in East London, Eastern Cape.
• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

Responsibilities

• Monitor and analyze customer feedback from surveys, reviews, social media, and direct interactions.
• Identify pain points and areas for improvement in the customer journey.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Create and maintain customer journey maps and touchpoint analyses.
• Develop and execute customer engagement initiatives and loyalty programs.
• Train staff on customer experience best practices and company service standards.
• Handle complex inquiries and complaints, aiming for first-contact resolution and customer retention.
• Track and report on key CX metrics (NPS, CSAT, CES).
• Stay informed about industry trends and best practices in CX management.

Job description

About the Role

Our client is seeking an enthusiastic and detail-oriented Customer Experience Specialist to enhance their service offerings in East London, Eastern Cape. This role is pivotal in ensuring every customer interaction is positive, memorable, and contributes to long-term loyalty. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing strategies to elevate the overall customer journey. The ideal candidate possesses a deep understanding of customer psychology, excellent communication skills, and a proactive approach to problem-solving. This is a fantastic chance to make a tangible difference in how customers perceive and interact with our client's brand in the thriving East London market.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media, direct interactions).
• Identify pain points and areas for improvement in the customer journey.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams (e.g., Marketing, Sales, Support) to ensure a seamless customer experience.
• Create and maintain customer journey maps and touchpoint analyses.
• Develop and execute customer engagement initiatives and loyalty programs.
• Train staff on customer experience best practices and company service standards.
• Handle complex customer inquiries and complaints, aiming for first-contact resolution and customer retention.
• Track and report on key customer experience metrics (e.g., NPS, CSAT, CES).
• Stay informed about industry trends and best practices in customer experience management.

Requirements

• Proven experience in customer experience, customer service, or a related field.
• Strong analytical skills with the ability to interpret qualitative and quantitative data.
• Excellent written and verbal communication skills.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to develop and implement customer-centric strategies.
• Strong project management and organizational skills.
• A passion for understanding and improving the customer journey.
• Ability to work collaboratively with diverse teams.
• Must be able to work on-site in East London, Eastern Cape.
• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

Benefits

• Competitive salary commensurate with experience.
• Opportunity to significantly impact customer satisfaction and brand perception.
• Work within a dynamic and customer-focused team in East London.
• Access to professional development and training opportunities.
• Standard employee benefits package.
• Be part of a company that prioritizes customer relationships.