Customer Experience Specialist - Service Desk

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Medical aid and retirement fund

Training and development

Hybrid work

Job summary

Placements24 is seeking a Customer Experience Specialist for our Richards Bay-based support desk in KwaZulu-Natal. The hybrid role emphasizes delivering outstanding service, resolving inquiries, and maintaining high customer satisfaction through empathetic and professional interactions.

You will manage queries across phone, email, and chat, document interactions in CRM, and work with teams to improve processes. A Matric certificate is required; tertiary studies are advantageous.

Qualifications

• Matriculation certificate or equivalent; tertiary education in a relevant field is advantageous.
• Experience in a customer service, call center, or service desk environment.
• Excellent communication skills, both written and verbal, with a focus on active listening.
• Proficiency in standard office software and experience with CRM or ticketing systems.

Responsibilities

• Handle a high volume of customer inquiries across channels (phone, email, chat).
• Provide clear, concise, and accurate information regarding products, services, and policies.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve the customer journey and service processes.
• Gather customer feedback and relay it to relevant departments for service enhancement.

Skills

Active listening

Multichannel support

CRM familiarity

Problem solving

Education

Matriculation certificate

Tertiary education advantageous

Tools

CRM software

Ticketing systems

Job description

Our client is seeking an enthusiastic Customer Experience Specialist to enhance service delivery at their support desk in Richards Bay, KwaZulu-Natal. This role is dedicated to ensuring every customer interaction is positive, efficient, and contributes to overall satisfaction. You will be responsible for managing incoming queries, providing accurate information, and resolving issues with a focus on empathy and professionalism. The hybrid nature of this role allows for valuable team collaboration while offering flexibility, making it an ideal opportunity for individuals passionate about delivering outstanding service in a dynamic environment.

Key Responsibilities

• Handle a high volume of customer inquiries across multiple communication channels (phone, email, chat).
• Provide clear, concise, and accurate information regarding products, services, and policies.
• Effectively troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Document all customer interactions and resolutions meticulously in the CRM system.
• Identify opportunities to improve the customer journey and service processes.
• Gather customer feedback and relay it to relevant departments for service enhancement.

Requirements

• Matriculation certificate or equivalent qualification; tertiary education in a relevant field is advantageous.
• Previous experience in a customer service, call center, or service desk environment.
• Excellent communication skills, both written and verbal, with a focus on active listening.
• Proficiency in standard office software and experience with CRM or ticketing systems.
• A strong commitment to delivering exceptional customer experiences.
• Ability to remain calm and professional under pressure.

Benefits

• Competitive salary with potential for annual increases based on performance.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for training and skill development in customer experience best practices.
• A supportive and team-oriented work environment in Richards Bay.
• Hybrid work arrangement to support a healthy work-life integration.