Customer Experience Specialist

Placements24; Soweto; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Performance rewards

Hybrid work model

Health & wellness benefits

Professional development

Collaborative culture

Job summary

Placements24 is seeking a Customer Experience Specialist to optimize the customer journey in a hybrid Soweto setting. You will analyze interactions, identify pain points, and drive improvements to boost satisfaction and loyalty.

Collaborate with cross-functional teams, leverage feedback tools and CRM systems, and monitor CX metrics to report trends. This role blends remote and on-site work to support a customer-centric culture and ongoing professional development.

Qualifications

• Experience in customer experience or related field.
• Strong analytical skills to interpret customer data.
• Excellent communication and interpersonal skills.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to work in a hybrid remote/on-site setting.

Responsibilities

• Map and analyze the customer journey to identify touchpoints and improvements.
• Gather and synthesize customer feedback from surveys and interactions.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to address customer-impacting issues.
• Monitor CX metrics and report trends and insights.

Skills

Customer experience

Analytical skills

Communication

CRM systems

Feedback tools

Hybrid work

Tools

CRM Systems

Feedback tools

Job description

Our client is seeking an enthusiastic and detail-oriented Customer Experience Specialist to join their hybrid team in Soweto . This role is dedicated to enhancing the overall customer journey, from initial contact through to post-service follow-up. You will analyze customer interactions, identify pain points, and propose improvements to ensure a seamless and positive experience. This is an exciting opportunity for someone passionate about customer advocacy to contribute to building a customer-centric culture, working both remotely and from the office to drive satisfaction and loyalty.

Key Responsibilities

• Map and analyze the customer journey to identify key touchpoints and potential areas for improvement.
• Gather and synthesize customer feedback from various channels, including surveys and direct interactions.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to address customer-impacting issues and process gaps.
• Monitor key customer experience metrics and report on trends and insights.

Requirements

• Experience in customer experience , customer service, or a related field.
• Strong analytical skills with the ability to interpret customer data.
• Excellent communication and interpersonal skills.
• Proficiency in using customer feedback tools and CRM systems .
• Ability to work effectively in a hybrid remote and on-site setting.

Benefits

• Competitive annual salary with performance-based rewards.
• Flexible hybrid work model.
• Comprehensive health and wellness benefits.
• Opportunities for training and professional development in CX best practices.
• A collaborative and innovative work environment.