Hybrid CX Advocate: Elevate Customer Experience and Loyalty

Placements24; Sandton; Hybrid; ZAR 240,000 - 480,000; Full time

Benefits offered by this job

Hybrid work

Medical benefits

Retirement plan

Professional growth

Paid time off

Wellness program

Job summary

Placements24 in Sandton, Gauteng seeks a Customer Experience Advocate to enhance the customer journey. This hybrid role balances office presence with remote workdays, focusing on gathering feedback, identifying pain points, and collaborating with product, marketing, and support to improve satisfaction.

The ideal candidate will have excellent communication, empathy for customers, and experience with feedback tools and CRM systems, along with strong problem-solving skills and the ability to work

Qualifications

• Proven experience in customer experience, customer service, or a related role.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Empathy and a genuine desire to help customers.
• Proficiency in using customer feedback tools and CRM systems.
• Ability to work effectively in a hybrid environment and commute to Sandton.

Responsibilities

• Act as a primary point of contact for customer inquiries and feedback.
• Gather and analyze customer feedback through surveys, interviews, and direct interactions.
• Identify customer pain points and areas for improvement in products and services.
• Collaborate with product, marketing, and support teams to implement CX initiatives.
• Develop and maintain customer journey maps and personas.
• Monitor customer satisfaction metrics and report on KPIs.
• Assist in resolving customer complaints and ensuring timely resolutions.
• Contribute to the development of customer service training materials.
• Advocate for the customer's needs and perspective across the organization.
• Stay up-to-date with industry best practices in CX management.

Skills

Customer experience

Communication

Analytical thinking

Empathy

CRM tools

Hybrid work

Tools

CRM systems

Job description

Placements24 in Sandton, Gauteng seeks a Customer Experience Advocate to enhance the customer journey. This hybrid role balances office presence with remote workdays, focusing on gathering feedback, identifying pain points, and collaborating with product, marketing, and support to improve satisfaction.

The ideal candidate will have excellent communication, empathy for customers, and experience with feedback tools and CRM systems, along with strong problem-solving skills and the ability to work