Customer Experience Specialist

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Remote work

Career development opportunities

Job summary

Placements24 is seeking a Customer Experience Specialist to join our client’s team. You will work remotely with potential travel to Rustenburg, North West, delivering exceptional support and guiding customers through setup and onboarding.

You will resolve complex issues, build strong client relationships, and contribute to ongoing product improvements. The ideal candidate has 3+ years in customer success or support, excellent communication, and strong problem-solving skills.

Qualifications

• 3+ years in a customer success, support, or account management role, preferably in tech.
• Excellent verbal and written communication with ability to explain technical details.
• Strong problem-solving and analytical skills.
• Experience with CRM software (Salesforce, HubSpot) and helpdesk platforms.
• Ability to manage multiple customer accounts and prioritize effectively.
• Customer-centric approach with passion for delivering outstanding service.
• Self-motivated and able to work autonomously in a remote setting.
• Willingness to travel occasionally to Rustenburg office or client sites.

Responsibilities

• Respond to customer inquiries via email, phone, and chat with timely resolutions.
• Provide expert guidance on product features, functionalities, and best practices.
• Troubleshoot and diagnose technical issues, escalate to engineering with clear documentation.
• Develop and maintain strong relationships with key clients and understand their business objectives.
• Identify customer pain points and suggest product/service improvements.
• Contribute to knowledge base articles and support documentation.
• Gather customer feedback and share insights to drive product development and service enhancements.
• Monitor customer health metrics and implement retention strategies.
• Onboard new customers and guide setup and initial usage.

Skills

Communication

Problem-solving

Analytical thinking

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a leader in the SaaS industry, is actively seeking a talented and customer-focused Customer Experience Specialist to join their innovative team. This role, based remotely but with potential occasional travel to Rustenburg, North West , is pivotal in ensuring our clients receive unparalleled support and achieve maximum value from our products. You will be instrumental in shaping customer journeys, resolving complex issues, and fostering long-term relationships. The ideal candidate possesses excellent communication skills, a passion for technology, and a proven ability to deliver exceptional service. This is a fantastic opportunity to work with a forward-thinking company and contribute to its ongoing success in the digital landscape. We are looking for someone who is dedicated to customer advocacy and proactive problem-solving, enhancing the overall customer journey.

Key Responsibilities

• Manage and respond to customer inquiries via various channels including email, phone, and chat, ensuring timely and effective resolutions.
• Provide expert-level support and guidance on product features, functionalities, and best practices.
• Troubleshoot and diagnose technical issues, escalating complex problems to engineering or product teams with clear documentation.
• Develop and maintain strong relationships with key clients, understanding their needs and business objectives.
• Proactively identify customer pain points and suggest improvements to products and services.
• Contribute to the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Gather customer feedback and share insights with internal teams to drive product development and service enhancements.
• Monitor customer health metrics and implement strategies to improve retention and satisfaction.
• Onboard new customers, guiding them through setup and initial usage.

Requirements

• Minimum of 3 years of experience in a customer success, customer support, or account management role, preferably in a tech environment.
• Exceptional verbal and written communication skills, with a knack for explaining technical details.
• Strong problem-solving and analytical skills.
• Experience with CRM software (e.g., Salesforce, HubSpot) and helpdesk platforms.
• Ability to manage multiple customer accounts and prioritize effectively.
• A customer-centric approach with a passion for delivering outstanding service.
• Proficiency in (mention a relevant technology/software if applicable, e.g., SaaS platforms, specific software suites).
• Self-motivated and able to work autonomously in a remote setting.
• Flexibility to travel occasionally to the Rustenburg office or client sites if needed.

Benefits

This role offers a competitive salary, comprehensive benefits package, and the flexibility of remote work. Our client provides significant opportunities for professional development, training, and career advancement within a rapidly growing company. You will be part of a supportive and collaborative global team, working with cutting-edge technology. Enjoy the autonomy of a remote position while still feeling connected to your colleagues and the company's mission. This is a chance to make a real impact on customer satisfaction and business growth from North West .