On-site CX Lead - Cape Town

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

Benefits offered by this job

Medical aid contributions

Retirement fund benefits

Annual leave allowance

Skill development and training

Career progression

Job summary

WhatJobs Direct in Cape Town is seeking a Customer Experience Champion to be the frontline ambassador for service excellence. You will handle inquiries, resolve issues, and provide accurate product information, contributing to a positive initial client experience and ongoing customer satisfaction.

The role requires a strong presence in the Cape Town office, collaboration with teams, and a proactive approach to improving customer interactions in a fast-paced environment.

Qualifications

• Previous experience in customer service, client relations, or a similar role is essential.
• Demonstrated ability to handle difficult customer situations with diplomacy and professionalism.
• Exceptional communication and interpersonal skills.
• Strong organizational and time management abilities.
• Proficiency with customer relationship management (CRM) software.
• A positive, can-do attitude and a genuine passion for customer service.
• Ability to work independently and as part of a team.
• Must be based in or willing to relocate to Cape Town.
• High school diploma required; a diploma or degree in a relevant field is an advantage.
• Understanding of the Western Cape market dynamics is a plus.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and in-person channels.
• Address and resolve customer issues, complaints, and feedback in a timely and effective manner.
• Provide comprehensive information about products and services, ensuring clarity and accuracy.
• Proactively identify opportunities to enhance the customer experience and satisfaction levels.
• Maintain detailed and accurate records of customer interactions and transactions in the company's database.
• Collaborate with internal teams to ensure seamless service delivery and issue resolution.
• Develop and implement strategies to improve customer retention and loyalty.
• Assist in onboarding new clients, ensuring a smooth transition and positive initial experience.
• Gather customer feedback and report insights to management for service improvement initiatives.
• Uphold the company's brand image and commitment to exceptional service at all times.

Skills

Customer service

Communication

CRM software

Teamwork

Organizational skills

Education

High school diploma

Tools

CRM systems

Job description

WhatJobs Direct in Cape Town is seeking a Customer Experience Champion to be the frontline ambassador for service excellence. You will handle inquiries, resolve issues, and provide accurate product information, contributing to a positive initial client experience and ongoing customer satisfaction.

The role requires a strong presence in the Cape Town office, collaboration with teams, and a proactive approach to improving customer interactions in a fast-paced environment.