Customer Experience Specialist — Hybrid, Growth & Insights

Placements24; Centurion; Hybrid; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Competitive remuneration package

Medical aid and retirement fund

Generous leave policy

Hybrid work model

Professional development and training

Job summary

Placements24 is seeking a proactive Customer Experience Specialist in Centurion, Gauteng. You will enhance service delivery across touchpoints, using data insights to improve loyalty and satisfaction in a leading financial services provider.

Working in a hybrid model, you will collaborate with marketing, sales, and product teams to map journeys, train staff, and monitor CX metrics such as NPS and CSAT. English proficiency essential.

Qualifications

• Minimum of 3 years in customer experience, customer success, or related role.
• Analytical mindset with ability to translate data into action.
• Excellent communication, presentation, and interpersonal skills.
• Strong project management and organizational abilities.
• Experience with CRM and customer feedback tools.
• Bachelor's degree preferred; financial services experience a plus.
• Proficient in English.

Responsibilities

• Analyze customer feedback across channels to identify trends.
• Develop and implement strategies to improve the overall customer experience.
• Collaborate with marketing, sales, and product teams to ensure a cohesive journey.
• Create and manage customer journey maps to identify pain points.
• Develop training materials and conduct staff workshops on CX best practices.
• Monitor CX metrics (NPS, CSAT) and report results to management.
• Serve as point of contact for escalated issues and ensure timely resolution.
• Stay updated on industry CX trends and best practices.

Skills

Communication

Data analysis

Project management

Interpersonal skills

Customer insights

Education

Bachelor's degree in Marketing, Business Administration, or related field

Tools

CRM systems

Customer feedback tools

Job description

Placements24 is seeking a proactive Customer Experience Specialist in Centurion, Gauteng. You will enhance service delivery across touchpoints, using data insights to improve loyalty and satisfaction in a leading financial services provider.

Working in a hybrid model, you will collaborate with marketing, sales, and product teams to map journeys, train staff, and monitor CX metrics such as NPS and CSAT. English proficiency essential.