Hybrid Customer Experience Representative - WhatJobs Direct

Placements24; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Hybrid work model

Paid leave and holidays

Home office setup support

Job summary

Placements24 in Cape Town, Western Cape, seeks a Hybrid Customer Experience Representative to manage multi-channel interactions and resolution workflows. You will engage customers, document cases in the CRM, and coordinate with internal teams to ensure timely resolutions.

The role requires excellent communication, a customer-first attitude, and the ability to work effectively both remotely and in-office in a hybrid model.

Qualifications

• Experience in customer-facing roles in a hybrid setup is essential.
• Proven communication and active listening abilities are required.
• Familiarity with CRM systems and ticketing tools is beneficial.

Responsibilities

• Handle inbound customer communications via phone, email, and live chat.
• Investigate and resolve complaints and queries with empathy.
• Provide product information and guide customers to solutions.
• Maintain thorough records in the CRM system.
• Collaborate with teams to resolve issues promptly.

Skills

Communication skills

Active listening

CRM software

Multitasking

Customer service experience

Hybrid work adaptability

Education

High school diploma

Tools

CRM software

Job description

About the Role Our client is seeking an enthusiastic and detail-oriented Hybrid Customer Experience Representative to join their growing team in Cape Town, Western Cape, ZA . This role offers a blend of remote flexibility and in-office collaboration, designed to foster productivity and team synergy. You will be instrumental in managing customer interactions, resolving issues, and ensuring a seamless experience across all touchpoints. This position requires a proactive approach to customer satisfaction and a commitment to upholding the company's reputation for excellence. Join a forward-thinking company that values its employees and invests in their professional journey.

Key Responsibilities

• Handle inbound customer communications across various channels including phone, email, and live chat.
• Investigate and resolve customer complaints and queries efficiently and empathetically.
• Provide accurate information about products and services, guiding customers towards solutions.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Collaborate with internal teams to ensure prompt resolution of customer issues.
• Identify opportunities to improve the customer experience based on feedback and observed trends.
• Assist in training new team members on customer service protocols and best practices.
• Follow communication guidelines and best practices in every interaction.
• Contribute to team goals and objectives by meeting performance metrics.
• Participate in regular team meetings and strategy sessions, both remote and in-office.

Requirements

• Previous experience in a customer-facing role is essential, ideally within a hybrid work model.
• Strong communication, interpersonal, and active listening skills.
• Proficiency in using customer relationship management (CRM) software.
• Ability to multitask and manage time effectively.
• Adaptability to work both independently at home and collaboratively in an office setting.
• Familiarity with support ticketing systems is a plus.
• A positive attitude and a genuine desire to help customers.
• Understanding of the local Cape Town market and customer expectations.
• High school diploma or equivalent; further education or certifications are an advantage.
• Willingness to adhere to the hybrid work schedule.

Benefits

• An attractive annual salary of R .
• Access to high-quality medical aid and retirement fund benefits.
• Paid leave days and public holidays.
• Opportunities for skill development and advancement within the company.
• A hybrid work model offering work-life balance.
• State-of-the-art office facilities and remote work tools.
• Regular performance reviews and feedback sessions.
• Team events and social gatherings to foster camaraderie.
• Employee assistance program for personal and professional support.
• Contribution towards home office setup expenses.