Customer Experience Specialist

Placements24; Sandton; Hybrid; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Professional growth

Remote options

Health benefits

Job summary

Placements24 is seeking a passionate Customer Experience Specialist to enhance interactions in Sandton. You will analyze feedback, improve the customer journey, and collaborate across teams to deliver delightful experiences.

The role focuses on data-driven improvements, empathy, and a proactive mindset to drive satisfaction and retention across all touchpoints.

Qualifications

• Experience in customer experience, customer service, or a related field.
• Strong analytical skills and ability to interpret customer data.
• Excellent written and verbal communication skills.
• Proficiency in customer feedback tools and CRM systems.
• Ability to work cross-functionally and influence stakeholders.
• A proactive approach to problem-solving and continuous improvement.

Responsibilities

• Analyze customer feedback and journey data to identify pain points and opportunities.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with marketing, sales, and product teams to align customer experience initiatives.
• Create and maintain customer-facing documentation and resources.
• Monitor customer service performance metrics and report on key trends.
• Act as a customer advocate within the organization, championing customer needs.

Skills

Customer experience

Customer service

Analytical skills

Written and verbal communication

Cross-functional collaboration

Problem-solving

Tools

CRM systems

Feedback tools

Job description

Our client is seeking a passionate and detail-oriented Customer Experience Specialist to enhance our customer interactions in Sandton . This role is dedicated to understanding and improving the overall customer journey, ensuring every touchpoint is positive and efficient. You will analyze customer feedback, identify areas for improvement, and collaborate with various teams to implement changes that elevate customer satisfaction. We are looking for individuals who are data-driven, empathetic, and committed to creating seamless and delightful customer experiences.

Key Responsibilities

• Analyze customer feedback and journey data to identify pain points and opportunities.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with marketing, sales, and product teams to align customer experience initiatives.
• Create and maintain customer-facing documentation and resources.
• Monitor customer service performance metrics and report on key trends.
• Act as a customer advocate within the organization, championing customer needs.

Requirements

• Experience in customer experience , customer service, or a related field.
• Strong analytical skills and ability to interpret customer data.
• Excellent written and verbal communication skills.
• Proficiency in customer feedback tools and CRM systems.
• Ability to work cross-functionally and influence stakeholders.
• A proactive approach to problem-solving and continuous improvement.

Benefits

• Competitive salary and performance incentives.
• Opportunities for professional growth and training.
• A collaborative and customer-centric work culture.
• Flexible work arrangements, including remote options.
• Comprehensive health and wellness benefits.