Customer Experience Specialist - Soweto

Placements24; Soweto; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Placements24 in Soweto seeks a thoughtful Customer Experience Specialist to shape the customer journey in retail. You will be the brand ambassador, handling inquiries, resolving issues, and gathering feedback to drive service excellence.

You will work across phone, email, and in-store interactions, educating customers about products and policies, processing orders and returns, and collaborating with sales and operations to boost loyalty.

Qualifications

• Proven experience in customer service, preferably in retail.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience with CRM software.
• Ability to stay calm and professional under pressure.
• High school diploma or equivalent.
• Understanding of customer-centric principles and service excellence.
• Hybrid work environment in Soweto.

Responsibilities

• Serve as the primary contact for inquiries via phone, email, and in person.
• Resolve complaints efficiently with first-contact resolution.
• Gather feedback to identify improvements.
• Educate customers about products, services, and policies.
• Process orders, returns, and exchanges accurately.
• Maintain customer records in the CRM.
• Collaborate with sales and operations to meet needs.
• Identify opportunities to enhance customer experience and loyalty.
• Contribute to training materials and best practices.
• Act as a brand advocate embodying company values.

Skills

Customer service

Communication

Problem solving

CRM software

Organizational skills

Adaptability

Interpersonal skills

Education

High school diploma

Job description

About the Role

Our client is seeking a dedicated and empathetic Customer Experience Specialist to join their retail team in Soweto, Gauteng . This role is fundamental in shaping and enhancing the customer journey, ensuring every interaction with our client is positive, memorable, and efficient. The ideal candidate will be a natural communicator, a proactive problem-solver, and deeply committed to customer satisfaction. You will act as a brand ambassador, handling inquiries, resolving issues, and gathering feedback to drive continuous improvement in customer service delivery. This position is perfect for an individual passionate about creating exceptional customer experiences in a dynamic retail setting.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and in-person.
• Resolve customer complaints and issues efficiently and effectively, aiming for first-contact resolution.
• Gather customer feedback through surveys, interactions, and various channels to identify areas for improvement.
• Educate customers about products, services, and store policies.
• Process orders, returns, and exchanges accurately and promptly.
• Maintain customer records and update information in the CRM system.
• Collaborate with other departments (e.g., sales, operations) to address customer needs.
• Identify opportunities to enhance the overall customer experience and loyalty programs.
• Contribute to training materials and best practices for customer service standards.
• Act as a brand advocate, embodying the company's values and commitment to service excellence.

Requirements

• Proven experience in customer service, customer support, or a related role, preferably in retail.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM software and other customer service tools.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent; further qualification in a relevant field is an advantage.
• Understanding of customer-centric principles and service excellence.
• Ability to adapt to changing priorities and work in a hybrid environment in Soweto .
• Passion for helping customers and creating positive experiences.

Benefits

Our client offers a competitive salary and benefits package, including opportunities for professional development and career progression within customer service and retail management. Employees enjoy a supportive team environment, ongoing training, and the satisfaction of making a tangible difference in customer satisfaction. You will work with a company that values customer feedback and invests in its service teams.