Remote Customer Experience Advocate

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

Benefits offered by this job

Full remote work arrangement

Home office setup support

Flexible working hours

Bonuses and incentives

Professional development opportunities

Job summary

Placements24 is seeking a Remote Customer Experience Advocate to join a fully remote team serving clients in South Africa. You will drive positive customer journeys, document interactions in CRM, and collaborate with internal teams to resolve issues.

The role emphasizes empathy, strong communication, and delivering exceptional service through digital channels. This remote-position offers flexible hours, performance bonuses, and support for home-office setup as part of a distributed team across

Qualifications

• Proven experience in customer service.
• Excellent written and verbal communication skills.
• Proficiency with digital communication tools and CRM software.
• Strong problem-solving and customer-centric mindset.
• Remote work experience and self-motivation.

Responsibilities

• Manage and resolve customer inquiries with empathy and professionalism via digital channels.
• Proactively engage with customers to ensure a seamless experience.
• Document interactions, feedback, and resolutions in the CRM system.
• Collaborate with internal teams to address pain points and improvements.
• Contribute to knowledge base articles and FAQs.
• Identify upsell or cross-sell opportunities based on customer needs.
• Participate in virtual team meetings and adhere to SLAs and metrics.

Skills

Customer service experience

Communication skills

Remote work experience

Time management

Independent work

Tools

CRM software

Job description

About the Role

Join our client, a forward-thinking digital services firm, as a Remote Customer Experience Advocate. This role is specifically designed for individuals who thrive in a fully remote environment and are passionate about delivering outstanding customer experiences. Based remotely, you will be instrumental in shaping positive customer journeys and fostering loyalty through exceptional support. Our client is committed to building a distributed team of top talent, and this position offers the unique advantage of working from anywhere in **South Africa** (and potentially beyond) while being a vital part of our client's success. You will leverage modern communication tools and a results-oriented approach to excel in this **remote-first** position, contributing to a culture of service excellence and innovation.

Key Responsibilities

• Manage and resolve customer inquiries and issues with empathy, efficiency, and professionalism through various digital channels.
• Proactively engage with customers to ensure their needs are met and their experience is seamless.
• Document customer interactions, feedback, and resolutions accurately within the company's CRM system.
• Collaborate with internal teams to identify and address customer pain points and opportunities for improvement.
• Contribute to the development and maintenance of customer support resources, such as FAQs and knowledge base articles.
• Identify opportunities to upsell or cross-sell relevant products or services based on customer needs.
• Participate in team meetings and training sessions conducted virtually.
• Adhere to established service level agreements (SLAs) and performance metrics.
• Act as a brand ambassador, embodying the company's values in all customer interactions.

Requirements

• Proven experience in customer service, customer support, or a related client-facing role.
• Excellent written and verbal communication skills, with the ability to articulate complex information clearly.
• Proficiency with digital communication tools and CRM software.
• Strong problem-solving skills and a customer-centric mindset.
• Self-motivated and disciplined, with the ability to manage time effectively in a **remote** setting.
• A dedicated home office setup with reliable high-speed internet is essential for this **remote** role.
• Experience working in a **remote** or distributed team environment is a plus.
• Adaptability and willingness to learn new technologies and processes.
• Demonstrated ability to work independently and meet performance goals.

Benefits

• Competitive annual salary of Rand.
• Full remote work arrangement, offering maximum flexibility.
• Opportunities for virtual professional development and upskilling.
• A vibrant, inclusive, and supportive remote team culture.
• Contribution towards home office setup costs.
• Performance-based bonuses and incentives.
• Flexible working hours within designated core hours.
• Access to online wellness programs and resources.