Customer Experience Specialist - Retail Operations

Placements24; Pretoria; Hybride; ZAR 240 000 - 360 000; Plein temps

Avantages offerts par ce poste

Health coverage

Professional development

Résumé du poste

Placements24 is seeking a Customer Experience Specialist to work remotely, supporting operations in Pretoria, Gauteng. The role focuses on analyzing customer feedback, identifying improvements, and implementing strategies to boost satisfaction and loyalty.

The ideal candidate will analyze data, collaborate with marketing, operations and IT, and develop training initiatives to enhance the overall customer journey. Remote work experience and a background in retail CX are highly valued.

Qualifications

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

Responsabilités

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

Connaissances

Customer experience

Analytical thinking

Communication skills

CRM systems

Feedback platforms

E-commerce

Formation

Marketing degree

Business Admin degree

Outils

CRM platforms

Feedback platforms

Description du poste

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. This includes comprehensive health coverage and opportunities for professional growth through online courses and workshops. The company culture values innovation and employee well-being, offering 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 . You will have 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.