Customer Experience Specialist - Retail

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

Benefits offered by this job

Competitive salary

Performance incentives

Health benefits

Employee discount

Professional development

Positive work environment

Job summary

Placements24 is seeking a Customer Experience Specialist for a Queenstown retail location. You will enhance the shopping journey by understanding customer interactions, gathering feedback, and driving service improvements to boost loyalty and satisfaction.

The role requires strong communication, problem-solving, and data-analysis skills, with a passion for delivering exceptional service in a fast-paced retail setting.

Qualifications

• Proven experience in customer experience management, customer service, or a related retail role.
• Strong understanding of customer journey mapping and feedback mechanisms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and translate insights into practical improvements.
• Passion for delivering exceptional service and creating positive customer interactions.
• Familiarity with retail operations and customer relationship management principles.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience in the retail store.
• Gather and analyze customer feedback through surveys, reviews, and direct interactions.
• Identify pain points in the customer journey and propose actionable solutions.
• Train and coach store staff on best practices for customer service and engagement.
• Monitor customer satisfaction metrics and report on key performance indicators.
• Collaborate with store management to resolve customer issues and ensure timely follow-up.

Skills

Customer experience management

Customer service

Retail experience

Customer journey mapping

Data analysis

Communication skills

Problem-solving

Training & coaching

Job description

About the Role

Our client is seeking a passionate and customer-centric Customer Experience Specialist to enhance the shopping journey at their Queenstown retail location. This role is dedicated to understanding and improving customer interactions, ensuring every touchpoint reflects the brand's commitment to service excellence. You will gather customer feedback, analyze service data, and work with store management to implement improvements. The ideal candidate has exceptional interpersonal skills, a proactive approach to problem-solving, and a deep understanding of what makes for a superior retail customer experience. This is a fantastic opportunity to directly impact customer loyalty and satisfaction within a leading retail environment.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience in the retail store.
• Gather and analyze customer feedback through surveys, reviews, and direct interactions.
• Identify pain points in the customer journey and propose actionable solutions.
• Train and coach store staff on best practices for customer service and engagement.
• Monitor customer satisfaction metrics and report on key performance indicators.
• Collaborate with store management to resolve customer issues and ensure timely follow-up.

Requirements

• Proven experience in customer experience management, customer service, or a related retail role.
• Strong understanding of customer journey mapping and feedback mechanisms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and translate insights into practical improvements.
• Passion for delivering exceptional service and creating positive customer interactions.
• Familiarity with retail operations and customer relationship management principles.

Benefits

• Competitive salary and performance incentives.
• Comprehensive health and wellness benefits.
• Generous employee discount on store products.
• Opportunities for professional development in customer experience.
• A positive and engaging work environment focused on customer delight.