Hybrid CX Specialist — First-Contact Resolution

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Medical aid and retirement fund

Training and development

Hybrid work

Job summary

Placements24 is seeking a Customer Experience Specialist for our Richards Bay-based support desk in KwaZulu-Natal. The hybrid role emphasizes delivering outstanding service, resolving inquiries, and maintaining high customer satisfaction through empathetic and professional interactions.

You will manage queries across phone, email, and chat, document interactions in CRM, and work with teams to improve processes. A Matric certificate is required; tertiary studies are advantageous.

Qualifications

• Matriculation certificate or equivalent; tertiary education in a relevant field is advantageous.
• Experience in a customer service, call center, or service desk environment.
• Excellent communication skills, both written and verbal, with a focus on active listening.
• Proficiency in standard office software and experience with CRM or ticketing systems.

Responsibilities

• Handle a high volume of customer inquiries across channels (phone, email, chat).
• Provide clear, concise, and accurate information regarding products, services, and policies.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve the customer journey and service processes.
• Gather customer feedback and relay it to relevant departments for service enhancement.

Skills

Active listening

Multichannel support

CRM familiarity

Problem solving

Education

Matriculation certificate

Tertiary education advantageous

Tools

CRM software

Ticketing systems

Job description

Placements24 is seeking a Customer Experience Specialist for our Richards Bay-based support desk in KwaZulu-Natal. The hybrid role emphasizes delivering outstanding service, resolving inquiries, and maintaining high customer satisfaction through empathetic and professional interactions.

You will manage queries across phone, email, and chat, document interactions in CRM, and work with teams to improve processes. A Matric certificate is required; tertiary studies are advantageous.