Customer Experience Specialist - Nelspruit

Placements24; Mbombela (Nelspruit); On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary package

Staff discounts and benefits

Professional development and training

Exposure to diverse guest experiences

Be part of a passionate team

Job summary

Placements24 is seeking a Customer Experience Specialist for our client, a leading hospitality group based in Nelspruit, Mpumalanga. The role is on-site and focuses on ensuring an exceptional guest experience from inquiry through stay and post-stay interactions.

You will manage guest inquiries, resolve issues promptly, and collect feedback to drive service improvements. This fast-paced role requires superb communication and a passion for service excellence.

Qualifications

• Experience in customer service or guest-facing roles.
• Strong communication and interpersonal skills.
• Understanding of customer experience principles and service standards.
• Ability to stay calm and professional in high-pressure situations.

Responsibilities

• Serve as the primary contact for guest inquiries and feedback.
• Address and resolve guest concerns and complaints efficiently.
• Proactively engage with guests to enhance their experience.
• Collect and analyze customer feedback to identify improvement areas.
• Assist in developing and implementing customer service training.
• Maintain records of guest interactions in the CRM system.
• Collaborate with Reservations, Front Desk, F&B to ensure seamless service.
• Monitor online reviews and guest sentiment.
• Contribute to a welcoming atmosphere for all guests.
• Ensure adherence to brand standards and service protocols.

Skills

Customer service

Hospitality background

Communication skills

Problem solving

CRM systems

Office software

Customer experience principles

Calm under pressure

Education

High school diploma

Diploma/degree in Hospitality Management

Tools

CRM systems

Office software

Job description

About the Role Our client, a leading hospitality group with properties in Nelspruit, Mpumalanga, is seeking a dynamic and service-oriented Customer Experience Specialist. This role is pivotal in ensuring guests have an exceptional experience from the moment they interact with the brand through to their stay and beyond. Based on-site at their primary Nelspruit location, you will be responsible for managing customer inquiries, resolving issues promptly, and gathering feedback to drive service improvements. The ideal candidate is passionate about service excellence, possesses outstanding communication skills, and thrives in a fast-paced environment. This is a fantastic opportunity to contribute to a renowned brand and shape guest satisfaction.

Key Responsibilities

• Serve as the primary point of contact for guest inquiries and feedback.
• Address and resolve guest concerns and complaints efficiently and effectively.
• Proactively engage with guests to enhance their experience.
• Collect and analyze customer feedback to identify areas for improvement.
• Assist in developing and implementing customer service training programs.
• Maintain accurate records of guest interactions and feedback in the CRM system.
• Collaborate with various departments (e.g., Reservations, Front Desk, Food & Beverage) to ensure seamless service delivery.
• Monitor online reviews and social media for guest sentiment.
• Contribute to creating a positive and welcoming atmosphere for all guests.
• Ensure adherence to brand standards and service protocols.

Requirements

• Proven experience in customer service, hospitality, or a related guest-facing role.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong understanding of customer experience principles.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in using CRM systems and standard office software.
• A passion for delivering outstanding service.
• Must be available to work full-time and be based in Nelspruit, Mpumalanga.
• High school diploma required; a diploma or degree in Hospitality Management or a related field is advantageous.
• Flexible availability, including potential weekends and holidays, is a plus.

Benefits

• Competitive salary package.
• Opportunity to work with a prestigious hospitality brand.
• Exposure to diverse guest experiences.
• Staff discounts and benefits.
• Professional development and training opportunities.
• Be part of a passionate and dedicated team.