Remote Customer Experience Specialist

Placements24; Durban; Hybrid; ZAR 260,000 - 380,000; Full time

Benefits offered by this job

Competitive salary + bonuses

Fully remote

Home office stipend

Health, dental, and vision insurance

Job summary

Placements24 is seeking a Customer Experience Specialist to join our fully remote team. You will be the primary contact for guests, addressing inquiries, resolving issues, and ensuring a seamless and positive experience throughout their journey with our services.

In this role you will gather feedback to improve offerings and contribute to building customer loyalty. The ideal candidate excels in communication, problem-solving, and delivering exceptional service in a virtual setting.

Qualifications

• Experience in customer service, hospitality, or related client-facing roles.
• Excellent written and verbal English communication.
• Proficient with CRM software and other customer service tools.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Provide information about services, bookings, and policies with accuracy and clarity.
• Document all customer interactions and feedback in the CRM system.
• Proactively identify opportunities to enhance the customer experience and provide feedback to relevant teams.

Skills

Customer service

Hospitality

CRM software

English communication

Problem-solving

Remote work

Tools

CRM software

Job description

About the Role

Our client is seeking a dedicated and empathetic Customer Experience Specialist to join their fully remote team. In this role, you will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a seamless and positive experience throughout their journey with our services. You will play a crucial part in building customer loyalty and gathering feedback to help improve our offerings, working independently from your chosen location. This position is ideal for individuals who excel at communication, problem-solving, and providing exceptional service in a virtual setting.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Provide information about services, bookings, and policies with accuracy and clarity.
• Document all customer interactions and feedback in the CRM system.
• Proactively identify opportunities to enhance the customer experience and provide feedback to relevant teams.

Requirements

• Proven experience in customer service, hospitality, or a related client-facing role.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Proficiency with CRM software and other customer service tools.
• Ability to work independently, manage time effectively, and maintain productivity in a remote environment.

Benefits

• Competitive annual salary with performance bonuses.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Home office equipment stipend.
• Comprehensive health, dental, and vision insurance plans.
• Ongoing training and professional development opportunities.