Remote Customer Experience Advocate

Placements24; Gauteng; Hybrid; ZAR 180,000 - 360,000; Full time

Benefits offered by this job

Fully remote work environment

Career advancement opportunities

Health and wellness benefits

Home office and internet allowance

Online training and development

Job summary

Placements24 is seeking a Remote Customer Experience Advocate to join their fully remote team. You will handle diverse customer inquiries, provide clear information, and resolve issues with professionalism and empathy.

In this role, you will collaborate across channels, maintain accurate logs, and embody the brand voice while delivering first-class support. A self-motivated, independent worker with strong communication skills will thrive here.

Qualifications

• Minimum 3 years of customer service or client-facing experience.
• Excellent written and verbal communication with a clear, friendly tone.
• Strong empathy and active listening to understand customer needs.
• Proficiency with communication tools and CRM software.
• Ability to work independently in a remote setting.

Responsibilities

• Respond to customer inquiries via email, chat, and social media with promptness and professionalism.
• Provide clear, accurate information about products and services.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution when possible.
• Identify customer needs and offer solutions to enhance their experience.
• Escalate complex issues to senior staff with proper documentation.
• Maintain accurate customer records and interaction logs in the CRM.
• Contribute to building a positive, supportive community around the brand.
• Gather customer feedback and share insights to drive service improvements.

Skills

Customer service

Written communication

Verbal communication

Empathy

Active listening

CRM software

Remote work discipline

Time management

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client is seeking a dedicated and empathetic Remote Customer Experience Advocate to join their fully remote team. This role is central to delivering outstanding customer interactions and ensuring every client feels valued and supported. You will be at the forefront of our client's commitment to exceptional service, handling a variety of customer inquiries and proactively seeking solutions to enhance their experience. As a remote-first organization, we embrace flexibility and trust our team members to manage their work effectively from anywhere. This is an exciting opportunity to contribute to a growing company that prioritizes customer satisfaction and employee well-being. The ideal candidate will have a passion for communication, a knack for problem-solving, and a desire to make a tangible difference in the lives of our customers. Your role will involve understanding customer needs, providing clear and concise information, and resolving issues with professionalism and efficiency. We are looking for an individual who thrives in an independent work environment and is driven by a desire to exceed expectations in every customer interaction.

Key Responsibilities

• Respond to customer inquiries via multiple channels (email, chat, social media) with promptness and professionalism.
• Provide clear, accurate, and comprehensive information about our client's products and services.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution whenever possible.
• Proactively identify customer needs and offer solutions or recommendations to enhance their experience.
• Escalate complex issues to senior staff or relevant departments when necessary, ensuring proper documentation.
• Maintain accurate customer records and interaction logs in the CRM system.
• Contribute to building a positive and supportive community around our client's brand.
• Gather customer feedback and share insights with the team to drive service improvements.
• Stay up-to-date with product knowledge and company policies to provide informed support.
• Embody the company's values and brand voice in all customer interactions.

Requirements

• Minimum of 3 years of experience in a customer service, customer support, or similar client-facing role.
• Excellent written and verbal communication skills, with a clear and friendly tone.
• Strong empathy and active listening skills, with the ability to understand customer perspectives.
• Proficiency in using communication tools and CRM software.
• Proven ability to work independently and manage time effectively in a remote setting.
• High-speed internet connection and a dedicated, quiet workspace.
• Ability to adapt quickly to new technologies and processes.
• A proactive approach to problem-solving and a willingness to go the extra mile for customers.
• Experience working with remote teams and understanding remote work best practices.
• High school diploma or equivalent required; a degree in a related field is a plus.

Benefits

• Competitive annual salary of ZAR.
• Fully remote work environment offering maximum flexibility.
• Opportunities for career advancement within a growing organization.
• Comprehensive health and wellness benefits package.
• Generous allowance for home office setup and internet expenses.
• Access to online training and professional development resources.
• Regular virtual team events and engagement opportunities.
• Paid time off and company holidays.
• Collaborative and supportive remote team culture.
• Employee assistance program available 24/7.