Customer Experience Specialist - Retail

Placements24; Mossel Bay; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Remote work flexibility

Career growth opportunities

Competitive salary

Job summary

Placements24, a respected retailer-focused partner, seeks a Customer Experience Specialist in Mossel Bay, Western Cape. The role focuses on enhancing the customer journey across touchpoints, gathering feedback, and driving improvements from a remote-friendly setup.

You will analyze service performance, develop training for staff, and collaborate with stores to ensure top-tier customer service. A strategic, empathetic communicator will excel in this role.

Qualifications

• Experience in customer experience, customer service management, or related field within retail.
• Strong understanding of customer journey mapping and service design principles.
• Excellent analytical and problem-solving skills; able to interpret data and derive insights.
• Outstanding communication, interpersonal, and conflict-resolution skills.
• Experience with customer feedback tools and survey platforms.
• Ability to work independently and manage projects remotely.
• Proficiency in MS Office Suite and familiarity with CRM systems.
• Understanding of Western Cape retail market advantageous.
• Legally eligible to work in South Africa.

Responsibilities

• Develop and implement strategies to improve customer satisfaction and loyalty in Mossel Bay, Western Cape.
• Gather and analyze customer feedback through surveys, reviews and direct interactions.
• Monitor and report on key customer experience metrics such as NPS and CSAT.
• Identify areas for improvement in the customer journey and propose actionable solutions.
• Collaborate with store staff and management to ensure consistent delivery of excellent customer service.
• Develop training materials and conduct workshops for staff on customer service best practices.
• Manage online reviews and social media sentiment related to customer experience.
• Act as a point of escalation for complex customer inquiries or complaints.
• Stay informed about industry trends and best practices in customer experience management.
• Champion a customer-centric culture throughout South Africa.

Skills

Customer experience

Customer service management

Journey mapping

Data analysis

Communication

CRM systems

Tools

MS Office Suite

Survey platforms

Job description

About the Role

Our client, a reputable retailer known for its commitment to customer satisfaction, is seeking a dedicated Customer Experience Specialist to enhance the customer journey across all touchpoints in Mossel Bay, Western Cape. This role is crucial in understanding and improving customer interactions, ensuring every shopper has a positive and memorable experience. You will be responsible for gathering customer feedback, analyzing service performance, and implementing initiatives to elevate service standards. The ideal candidate is empathetic, a strong communicator, and passionate about delivering exceptional service. This position requires a strategic approach to customer relations and a deep understanding of the retail landscape in **South Africa**. While based in **Mossel Bay, Western Cape**, this role allows for remote work flexibility, focusing on strategy and analysis from home.

Key Responsibilities

• Develop and implement strategies to improve customer satisfaction and loyalty in **Mossel Bay, Western Cape**.
• Gather and analyze customer feedback through various channels (surveys, reviews, direct interactions).
• Monitor and report on key customer experience metrics (e.g., Net Promoter Score - NPS, Customer Satisfaction - CSAT).
• Identify areas for improvement in the customer journey and propose actionable solutions.
• Collaborate with store staff and management to ensure consistent delivery of excellent customer service.
• Develop training materials and conduct workshops for staff on customer service best practices.
• Manage online reviews and social media sentiment related to customer experience.
• Act as a point of escalation for complex customer inquiries or complaints.
• Stay informed about industry trends and best practices in customer experience management.
• Champion a customer-centric culture throughout the organization in **South Africa**.

Requirements

• Proven experience in customer experience, customer service management, or a related field within the retail sector.
• Strong understanding of customer journey mapping and service design principles.
• Excellent analytical and problem-solving skills, with the ability to interpret data and draw actionable insights.
• Outstanding communication, interpersonal, and conflict-resolution skills.
• Experience with customer feedback tools and survey platforms.
• Ability to work independently and manage projects effectively, with a focus on remote collaboration.
• Proficiency in MS Office Suite and familiarity with CRM systems.
• A passion for understanding and improving the customer experience.
• Understanding of the **Western Cape** retail market is advantageous.
• Must be legally eligible to work in **South Africa**.

Benefits

This role offers a competitive salary, the flexibility of remote work, and the opportunity to significantly impact customer satisfaction for a well-regarded **South African** retailer. You will gain valuable experience in customer experience strategy and implementation, with opportunities for professional growth. Join our team and help shape exceptional customer journeys from **Mossel Bay**.