Customer Experience Specialist - Retail Operations

Placements24; Gauteng; A distancia; ZAR 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Comprehensive health coverage

Professional growth via online courses

Flexible working hours

Remote-friendly tools and tech

Remote collaboration culture

Descripción de la vacante

Placements24 is recruiting a Customer Experience Specialist to support a national retail client from anywhere, with operations centered in Pretoria, Gauteng. You will analyze customer feedback, identify improvement opportunities, and drive initiatives to boost satisfaction and loyalty through cross-functional collaboration.

The ideal candidate has strong analytical and communication skills, experience with CRM systems, and a passion for customer advocacy in a remote, retail environment.

Formación

• Proven experience in customer experience, customer service, or a related role, preferably within the retail sector.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Excellent written and verbal communication skills.
• Proficiency in using customer feedback platforms and CRM systems.
• A proactive, results-oriented mindset with a passion for customer advocacy.
• Ability to work independently and manage multiple priorities effectively in a remote setting.
• Familiarity with e-commerce platforms and online retail operations is a plus.
• Bachelor's degree in Marketing, Business Administration, or a related field is preferred.
• Must be able to work effectively remotely, with a dedicated home office setup.

Responsabilidades

• Monitor and analyze customer feedback from surveys, social media, reviews, and direct communication.
• Identify key pain points and opportunities for improving the customer experience across all touchpoints.
• Develop and propose strategies and initiatives to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to implement customer experience improvements.
• Assist in the development and delivery of customer service training programs.
• Track KPIs related to customer experience and report on progress.
• Stay informed about industry best practices and emerging trends in customer experience management.
• Provide exceptional support to customers via digital channels as needed, resolving issues with empathy and efficiency.
• Champion the voice of the customer within the organization.

Conocimientos

Customer experience

Analytical skills

Communication skills

CRM systems

Retail experience

Remote work

Educación

Bachelor's degree in Marketing or Business Administration

Herramientas

CRM systems

Descripción del empleo

About the Role

Our client, a prominent national retail chain, is seeking an enthusiastic and customer-centric Customer Experience Specialist to join their team remotely, supporting operations in Pretoria, Gauteng. This role is dedicated to enhancing the overall customer journey, ensuring every interaction with our client's brand is positive and memorable. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing strategies to boost customer satisfaction and loyalty. The ideal candidate will have a passion for understanding consumer behavior and a talent for translating insights into actionable improvements. This is a unique opportunity to contribute to the strategic direction of customer experience in a leading retail environment. We are looking for proactive individuals who are driven to create exceptional customer interactions from anywhere.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, social media, reviews, direct communication).
• Identify key pain points and opportunities for improving the customer experience across all touchpoints.
• Develop and propose strategies and initiatives to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams (marketing, operations, IT) to implement customer experience improvements.
• Assist in the development and delivery of customer service training programs.
• Track key performance indicators (KPIs) related to customer experience and report on progress.
• Stay informed about industry best practices and emerging trends in customer experience management.
• Provide exceptional support to customers via digital channels as needed, resolving issues and answering inquiries with empathy and efficiency.
• Champion the voice of the customer within the organization.

Requirements

• Proven experience in customer experience, customer service, or a related role, preferably within the retail sector.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Excellent written and verbal communication skills.
• Proficiency in using customer feedback platforms and CRM systems.
• A proactive, results-oriented mindset with a passion for customer advocacy.
• Ability to work independently and manage multiple priorities effectively in a remote setting.
• Familiarity with e-commerce platforms and online retail operations is a plus.
• Bachelor's degree in Marketing, Business Administration, or a related field is preferred.
• Must be able to work effectively remotely, with a dedicated home office setup.

Benefits

• Our client provides a competitive salary and benefits package designed for remote employees.
• Comprehensive health coverage.
• Opportunities for professional growth through online courses and workshops.
• Company culture values innovation and employee well-being.
• Flexible working hours to support work-life balance.
• This is a fully remote position, allowing you to work from anywhere while supporting our client's operations in Pretoria, Gauteng.
• Access to the latest remote work tools and technologies.
• Team collaboration is facilitated through regular virtual meetings and engaging online activities.
• Join a forward-thinking company that prioritizes customer experience and employee development.