Hybrid CX Specialist for E-commerce Experience

Placements24; Gauteng; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Medical aid

Performance-based incentives

Training & development

Hybrid work model

Generous annual leave

Retirement fund

Job summary

Placements24 is seeking a Customer Experience Specialist to enhance interactions and satisfaction in the Pretoria, Gauteng region. The role blends in-office collaboration with remote work, focusing on feedback analysis, journey mapping, and cross-functional initiatives to elevate the customer journey.

You will analyze data, develop strategies, and ensure CRM data quality while fostering a customer-first culture across Marketing, Sales, Product, and Support teams.

Qualifications

• Proven experience in customer experience, customer service, or a related field.
• Strong analytical skills to interpret customer data and feedback.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer feedback platforms.
• Demonstrated ability to work collaboratively across departments.
• Understanding of customer journey mapping and UX principles.

Responsibilities

• Monitor and analyze customer feedback from surveys, reviews, social media, and support tickets.
• Identify trends and patterns in customer behavior and satisfaction levels.
• Develop and implement strategies to improve the customer experience across touchpoints.
• Collaborate with Marketing, Sales, Product and Support to drive customer-centric initiatives.
• Create and update customer journey maps and user personas.
• Respond to inquiries and resolve issues focusing on satisfaction and retention.
• Assist in developing customer service training materials and best practices.
• Proactively identify opportunities to enhance product usability based on insights.
• Manage CRM data related to customer experience activities.
• Champion a customer-first culture throughout the organization.

Skills

Customer experience

Analytical skills

Communication

CRM software

Cross-functional collaboration

Journey mapping

Hybrid work adaptability

E-commerce familiarity

Tools

CRM platforms

Feedback platforms

Job description

Placements24 is seeking a Customer Experience Specialist to enhance interactions and satisfaction in the Pretoria, Gauteng region. The role blends in-office collaboration with remote work, focusing on feedback analysis, journey mapping, and cross-functional initiatives to elevate the customer journey.

You will analyze data, develop strategies, and ensure CRM data quality while fostering a customer-first culture across Marketing, Sales, Product, and Support teams.