Customer Experience Specialist

Placements24; Soweto; Hybrid; ZAR 250,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement savings plan

Hybrid work model

Job summary

Placements24 is seeking a Customer Experience Specialist in Soweto for a hybrid role that blends in-office collaboration with remote flexibility. You will analyze feedback, map journeys, and implement improvements to enhance customer satisfaction and loyalty within the Soweto community and beyond.

The ideal candidate will be empathetic, an excellent communicator, and capable of coordinating with multiple departments to deliver outstanding service.

Qualifications

• Experience in customer experience, customer service, or related field.
• Strong understanding of customer journey mapping and service design principles.
• Excellent communication, interpersonal, and presentation skills.
• Ability to analyze data and translate insights into actionable strategies.
• Experience with CRM systems and customer feedback tools.

Responsibilities

• Develop and implement strategies to improve the overall customer experience.
• Analyze customer feedback, surveys, and metrics to identify trends and areas for enhancement.
• Act as a liaison between customers and internal departments to resolve issues and ensure satisfaction.
• Create and maintain customer journey maps and service blueprints.
• Develop training materials and conduct sessions for staff on customer service best practices.
• Monitor customer interactions across various channels to ensure quality and consistency.
• Proactively engage with customers to gather feedback and build relationships.
• Collaborate with marketing and product teams to align customer experience initiatives.
• Identify opportunities to personalize customer interactions and exceed expectations.

Skills

Customer experience

Communication

Data analysis

CRM systems

Service design

Job description

About the Role

Our client is seeking a passionate and customer-focused Customer Experience Specialist to join their dynamic team in Soweto. This role is integral to enhancing the overall customer journey, ensuring satisfaction, and building lasting relationships. As a hybrid position, you will experience the benefits of both in-office collaboration and remote flexibility. We are looking for an individual who can analyze customer feedback, identify areas for improvement, and implement strategies that elevate the customer experience. The ideal candidate is an excellent communicator, empathetic, and driven by a desire to provide outstanding service. This is a great opportunity to contribute to a company that values its customers and invests in creating memorable interactions. You will play a key role in shaping positive perceptions and fostering customer loyalty within the Soweto community and beyond.

Key Responsibilities

• Develop and implement strategies to improve the overall customer experience.


• Analyze customer feedback, surveys, and metrics to identify trends and areas for enhancement.


• Act as a liaison between customers and internal departments to resolve issues and ensure satisfaction.


• Create and maintain customer journey maps and service blueprints.


• Develop training materials and conduct sessions for staff on customer service best practices.


• Monitor customer interactions across various channels to ensure quality and consistency.


• Proactively engage with customers to gather feedback and build relationships.


• Collaborate with marketing and product teams to align customer experience initiatives.


• Identify opportunities to personalize customer interactions and exceed expectations.

Requirements

• Proven experience in customer experience, customer service, or a related field.


• Strong understanding of customer journey mapping and service design principles.


• Excellent communication, interpersonal, and presentation skills.


• Ability to analyze data and translate insights into actionable strategies.


• Experience with CRM systems and customer feedback tools.


• Proficiency in Microsoft Office Suite.


• Ability to work effectively in a hybrid environment.


• A customer-centric mindset and a passion for service excellence.


• Located in or able to commute to Soweto for designated office days.

Benefits

• Our client offers a competitive salary, comprehensive health insurance, and a retirement savings plan.


• Opportunities for professional growth and development, including workshops and training, are readily available.


• This hybrid role supports a healthy work-life balance.


• Additional benefits include paid time off, potential performance bonuses, and a collaborative team atmosphere.