E-Commerce & Cx Ops Lead (Us East Hours)

Hirefarout; South Africa; Hybrid; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Flexible hybrid work arrangement

Opportunities for professional develop

Discounts on company products and ser

Health and wellness benefits

Retirement savings plan

Paid time off and holidays

Supportive team culture

Performance-based recognition and奖励

Job summary

Hirefarout in Vereeniging, Gauteng, is seeking a Customer Experience Associate to join our client’s retail team. You will engage with customers across channels, resolve issues promptly, and promote product knowledge.

This hybrid role requires excellent communication, empathy, and a proactive approach to improving the customer journey. You’ll collaborate with sales, marketing, and operations to deliver standout service.

Qualifications

• Proven experience in customer service, customer experience, or a related field.
• Excellent communication and interpersonal skills.
• Proficiency with CRM systems and customer support platforms.

Responsibilities

• Engage with customers via multiple channels to provide exceptional service.
• Resolve complaints and issues efficiently and empathetically.
• Educate customers on product features, promotions, and policies.
• Gather feedback to identify areas for service improvement.
• Collaborate with sales, marketing, and operations to address needs.
• Maintain accurate customer records and logs.
• Assist in developing customer service strategies.
• Contribute to a welcoming customer environment.
• Identify opportunities to exceed expectations.
• Participate in product knowledge and service training.

Education

High school diploma

Additional certifications

Tools

CRM systems

Job description

Customer Experience Associate - Vereeniging Center

About the Role Our client, a dynamic retail group, is looking for a dedicated Customer Experience Associate to join their team in Vereeniging, Gauteng . This role is pivotal in ensuring every customer interaction is positive, memorable, and aligns with our client's brand values. You will be responsible for handling customer inquiries, resolving issues, and proactively seeking ways to enhance the overall customer journey. This position offers a hybrid work arrangement, allowing for a balanced approach to work-life integration. The ideal candidate will possess exceptional communication skills, a proactive mindset, and a deep commitment to customer satisfaction. You will be the voice of the brand, engaging with customers across various channels to provide support and build loyalty. The Vereeniging team prides itself on its collaborative and supportive atmosphere. We are seeking individuals who are passionate about creating excellent customer experiences and contributing to the continuous improvement of our client's services. This role is fundamental to maintaining our client's reputation as a customer‑centric organization. You will play a key role in gathering insights that drive positive change and enhance customer engagement.
Key Responsibilities

• Engage with customers via multiple channels (phone, email, social media, in‑person) to provide exceptional service.
• Resolve customer complaints and issues efficiently and empathetically, ensuring customer satisfaction.
• Educate customers on product features, promotions, and company policies.
• Gather customer feedback and insights to identify areas for service improvement.
• Collaborate with internal teams (e.g., sales, marketing, operations) to address customer needs.
• Maintain accurate customer records and interaction logs.
• Assist in developing and implementing customer service strategies.
• Contribute to creating a positive and welcoming customer environment.
• Proactively identify opportunities to exceed customer expectations.
• Participate in training sessions focused on product knowledge and customer service best practices.

Requirements

• Proven experience in customer service, customer experience, or a related field.
• Excellent communication, active listening, and interpersonal skills.
• A strong understanding of customer service principles and best practices.
• Proficiency with CRM systems and customer support platforms.
• Ability to adapt to a hybrid work schedule, effectively managing time and tasks remotely and in the office.
• A positive, outgoing personality with a genuine passion for helping others.
• High school diploma or equivalent; further education or certifications are a plus.
• Experience in the retail or service industry is highly desirable.
• Ability to handle difficult situations with professionalism and grace.
• Team player with a willingness to support colleagues in the Vereeniging area.

Benefits

• Competitive salary.
• Flexible hybrid work arrangement.
• Opportunities for professional development and career advancement.
• Discounts on company products and services.
• Health and wellness benefits.
• Retirement savings plan.
• Paid time off and holidays.
• A supportive and engaging team culture.
• Potential for performance‑based recognition and rewards.