Customer Experience Specialist - Problem Resolution

Placements24; East London; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Pension fund contributions

Career development

Job summary

WhatJobs Direct in East London is seeking a Customer Experience Specialist to join our team. This office-based role focuses on resolving inquiries and ensuring a positive customer journey, with a friendly, professional demeanor and strong communication skills.

You will manage orders, returns, and CRM records while collaborating with colleagues to meet service goals and improve customer satisfaction in a dynamic environment.

Qualifications

• Previous experience in a customer service or customer experience role is essential.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to handle challenging customer situations.
• Proficiency in using customer service software and basic computer applications.

Responsibilities

• Handle inbound customer inquiries via phone, email, and face-to-face interactions.
• Resolve customer issues and complaints promptly and effectively, ensuring a high level of satisfaction.
• Provide detailed information about products, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Identify customer needs and suggest appropriate solutions or products.
• Maintain accurate customer records and update CRM systems regularly.
• Escalate complex issues to relevant departments or supervisors.
• Contribute to team goals and performance metrics.
• Gather customer feedback to identify areas for service improvement.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

CRM software

Education

High school diploma or equivalent

Further education or certifications (a plus)

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct , is seeking an enthusiastic Customer Experience Specialist to join their dedicated team in East London, Eastern Cape . This role is pivotal in ensuring every customer interaction is positive and efficient, focusing on resolving inquiries and enhancing the overall customer journey. You will be the voice of the customer, actively listening to their needs and providing effective solutions. This is an office-based position, offering a collaborative work environment where teamwork and direct customer engagement are paramount. We are looking for individuals who are passionate about customer satisfaction and possess strong communication skills to represent our brand in East London .

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and face-to-face interactions.
• Resolve customer issues and complaints promptly and effectively, ensuring a high level of satisfaction.
• Provide detailed information about products, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Identify customer needs and suggest appropriate solutions or products.
• Maintain accurate customer records and update CRM systems regularly.
• Escalate complex issues to relevant departments or supervisors.
• Contribute to team goals and performance metrics.
• Gather customer feedback to identify areas for service improvement.

Requirements

• Previous experience in a customer service or customer experience role is essential.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to handle challenging customer situations.
• Proficiency in using customer service software and basic computer applications.
• Ability to multitask and manage time effectively in a busy environment.
• High school diploma or equivalent; further education or relevant certifications are a plus.
• Must be available to work full-time from our office located in East London, Eastern Cape .
• A positive attitude and a genuine commitment to outstanding customer service.

Benefits

• Our client offers a competitive salary, performance incentives, and a comprehensive benefits package including medical aid and pension fund contributions.
• You will join a supportive team dedicated to providing excellent customer experiences within the vibrant city of East London .
• Opportunities for professional development and career advancement are available for high-performing individuals.
• Our client invests in its employees, providing a stable work environment and recognizing contributions to customer satisfaction and loyalty.