Customer Experience Specialist - WhatJobs Direct

Placements24; Gauteng; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Medical aid

Performance-based incentives

Training & development

Hybrid work model

Generous annual leave

Retirement fund

Job summary

Placements24 is seeking a Customer Experience Specialist to enhance interactions and satisfaction in the Pretoria, Gauteng region. The role blends in-office collaboration with remote work, focusing on feedback analysis, journey mapping, and cross-functional initiatives to elevate the customer journey.

You will analyze data, develop strategies, and ensure CRM data quality while fostering a customer-first culture across Marketing, Sales, Product, and Support teams.

Qualifications

• Proven experience in customer experience, customer service, or a related field.
• Strong analytical skills to interpret customer data and feedback.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer feedback platforms.
• Demonstrated ability to work collaboratively across departments.
• Understanding of customer journey mapping and UX principles.

Responsibilities

• Monitor and analyze customer feedback from surveys, reviews, social media, and support tickets.
• Identify trends and patterns in customer behavior and satisfaction levels.
• Develop and implement strategies to improve the customer experience across touchpoints.
• Collaborate with Marketing, Sales, Product and Support to drive customer-centric initiatives.
• Create and update customer journey maps and user personas.
• Respond to inquiries and resolve issues focusing on satisfaction and retention.
• Assist in developing customer service training materials and best practices.
• Proactively identify opportunities to enhance product usability based on insights.
• Manage CRM data related to customer experience activities.
• Champion a customer-first culture throughout the organization.

Skills

Customer experience

Analytical skills

Communication

CRM software

Cross-functional collaboration

Journey mapping

Hybrid work adaptability

E-commerce familiarity

Tools

CRM platforms

Feedback platforms

Job description

About the Role

Our client, a forward-thinking e-commerce platform, is actively seeking a dedicated Customer Experience Specialist to enhance user interactions and satisfaction within the Pretoria, Gauteng region. This role is instrumental in ensuring that every customer touchpoint is positive, efficient, and aligned with our brand values. You will be responsible for analyzing customer feedback, identifying areas for improvement in service delivery, and implementing strategies to elevate the overall customer journey. The ideal candidate is empathetic, detail-oriented, and possesses a passion for creating exceptional experiences. This position offers a Hybrid work model, allowing for a balance between collaborative in-office work in Pretoria and flexible remote working arrangements.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media, support tickets).
• Identify trends and patterns in customer behavior and satisfaction levels.
• Develop and implement strategies to improve the customer experience across all touchpoints.
• Collaborate with cross-functional teams (Marketing, Sales, Product, Support) to implement customer-centric initiatives.
• Create and update customer journey maps and user personas.
• Respond to customer inquiries and resolve issues with a focus on satisfaction and retention.
• Assist in the development of customer service training materials and best practices.
• Proactively identify opportunities to enhance product usability and service offerings based on customer insights.
• Manage and maintain customer relationship management (CRM) data related to customer experience initiatives.
• Champion a customer-first culture throughout the organization.

Requirements

• Proven experience in customer experience, customer service, or a related field.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer feedback platforms.
• Demonstrated ability to work collaboratively in a team environment and across departments.
• Understanding of customer journey mapping and user experience principles.
• Ability to adapt to a Hybrid work schedule effectively.
• Familiarity with the e-commerce industry is a plus.
• A proactive and results-oriented approach to enhancing customer satisfaction.
• Located in or able to commute to Pretoria, Gauteng.

Benefits

Our client offers a competitive salary and benefits package designed to support employee well-being and professional growth.

• This includes comprehensive medical aid, as well as opportunities for performance-based incentives.
• Employees have access to ongoing training and development programs to enhance their skills and career prospects.
• The Hybrid work model provides flexibility, and the office environment in Pretoria is modern and collaborative.
• We offer a supportive team culture, generous annual leave, and contributions to a retirement fund.

This is an exciting opportunity to significantly impact customer satisfaction within a dynamic organization.