Customer Experience Specialist — Vereeniging

Placements24; Vereeniging; On-site; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Performance incentives

Benefits package

Job summary

Placements24 is seeking a proactive Customer Experience Coordinator in Vereeniging, Gauteng to enhance the end-to-end customer journey across channels. You will monitor feedback, collaborate with Marketing, Sales and Operations, and help shape service standards to drive satisfaction.

The ideal candidate has strong communication and analytical skills, a track record in customer-facing roles, and is comfortable using CRM tools.

Qualifications

• Proven experience in customer service, customer experience, or a related field.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to interpret customer feedback data.
• Proficiency in using CRM systems and customer feedback tools.
• Exceptional organizational and project management skills.
• Ability to work collaboratively with diverse teams.
• Proactive and results-oriented mindset with a passion for customer satisfaction.
• Experience in the retail sector is a plus.

Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media, direct interactions).
• Identify trends and patterns in customer feedback to pinpoint areas needing improvement.
• Collaborate with cross-functional teams (e.g., Marketing, Sales, Operations) to implement customer experience initiatives.
• Develop and maintain customer service standards and protocols.
• Assist in resolving escalated customer complaints and ensuring satisfactory resolutions.
• Create and manage customer-facing content, such as FAQs and guides.
• Contribute to training programs for customer-facing staff on service excellence.
• Track key customer experience metrics and report on progress to management.
• Champion customer-centric thinking throughout the organization.

Skills

Customer service

Customer experience

Communication skills

Analytical skills

CRM proficiency

Project management

Education

Bachelor's degree in Business, Marketing, or related field

Tools

CRM software

Job description

Placements24 is seeking a proactive Customer Experience Coordinator in Vereeniging, Gauteng to enhance the end-to-end customer journey across channels. You will monitor feedback, collaborate with Marketing, Sales and Operations, and help shape service standards to drive satisfaction.

The ideal candidate has strong communication and analytical skills, a track record in customer-facing roles, and is comfortable using CRM tools.