Customer Experience Specialist — Hybrid Online Retail

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

Benefits offered by this job

Hybrid work arrangement

Medical and dental coverage

Employee discounts on retail products

Supportive team culture

Job summary

Placements24 is seeking a Customer Experience Specialist to enhance the online retail journey for shoppers in Port Elizabeth. This hybrid role emphasizes listening to feedback, identifying pain points, and implementing strategies to improve satisfaction and loyalty.

You will advocate for the customer and ensure every brand interaction is positive, requiring excellent communication in a dynamic online retail environment.

Qualifications

• Minimum of 3 years of experience in customer service or related roles.
• Proven ability to handle difficult customer situations with empathy and professionalism.
• Strong analytical skills to interpret customer feedback and data.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor and analyze customer feedback across channels (surveys, reviews, social media) to identify trends.
• Develop and implement strategies to enhance the overall customer journey on the e-commerce platform.
• Respond to customer inquiries and resolve complaints efficiently and professionally, aiming for first-contact resolution.
• Collaborate with internal teams (marketing, operations, IT) to address customer-related issues and implement solutions.
• Contribute to the development of customer service policies and best practices.

Skills

Customer service

Empathy

Analytical skills

Communication skills

Tools

CRM systems

Feedback tools

Job description

Placements24 is seeking a Customer Experience Specialist to enhance the online retail journey for shoppers in Port Elizabeth. This hybrid role emphasizes listening to feedback, identifying pain points, and implementing strategies to improve satisfaction and loyalty.

You will advocate for the customer and ensure every brand interaction is positive, requiring excellent communication in a dynamic online retail environment.