Enterprise Customer Experience Leader: Journeys & Insights

Santam Insurance; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Base salary

Medical aid

Retirement fund contributions

Annual leave

Sick leave

Team-building activities

Professional growth opportunities

Job summary

Santam Insurance in Cape Town is seeking a Customer Experience Associate to enhance customer satisfaction and loyalty. You will understand customer needs, resolve concerns, and partner with sales, marketing, and product teams to advocate for the customer and improve services.

You will collaborate closely with internal teams, ensure timely follow‑ups, and maintain precise records in the CRM system while delivering outstanding service to customers.

Qualifications

• Previous experience in a customer-facing role.
• Excellent written and verbal communication.
• Proficient with CRM software.
• Ability to resolve issues with empathy.

Responsibilities

• Provide high‑quality customer support across various channels.
• Actively listen to feedback and identify trends to inform service improvements.
• Manage and resolve customer complaints with empathy and professionalism.
• Follow up on inquiries to ensure timely resolution.
• Collaborate with internal teams to share customer insights and drive product/service improvements.
• Maintain accurate records of customer interactions in the CRM system.

Skills

Customer-facing

Communication skills

Analytical skills

Problem-solving

Under pressure

Tools

CRM software

Job description

Our client is looking for a motivated Customer Experience Associate to enhance customer satisfaction and loyalty within their Cape Town operations. You will be instrumental in understanding customer needs, resolving their concerns, and ensuring they receive outstanding service. This role involves close collaboration with sales, marketing, and product development teams to advocate for the customer and contribute to service improvements. If you are passionate about delivering exceptional experiences and thrive in a customer-focused environment, this is an ideal opportunity to make a significant impact.

Key Responsibilities

• Provide high-quality customer support, addressing inquiries and resolving issues across various channels.
• Actively listen to customer feedback and identify trends to inform service enhancements.
• Manage and resolve customer complaints with empathy and professionalism.
• Ensure customer satisfaction by following up on inquiries and ensuring timely resolution.
• Collaborate with internal teams to share customer insights and drive product/service improvements.
• Maintain accurate records of customer interactions and service requests within the CRM system.

Requirements

• Previous experience in a customer-facing role, such as customer service or account management.
• Exceptional communication skills, both written and verbal, with an ability to build rapport.
• Proficiency with customer relationship management (CRM) software.
• Strong analytical and problem‑solving skills with a keen attention to detail.
• Ability to remain calm and effective under pressure, handling challenging customer situations.
• A commitment to providing outstanding service and exceeding customer expectations.

Benefits

• Attractive base salary with opportunities for performance‑based incentives.
• Comprehensive medical aid and retirement fund contributions.
• Generous annual leave allowance and paid sick leave.
• Regular team‑building activities and a positive workplace culture.
• Opportunities for professional growth and skill development in customer experience management.