Remote Retail CX Strategist

Placements24; Mossel Bay; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Remote work flexibility

Career growth opportunities

Competitive salary

Job summary

Placements24, a respected retailer-focused partner, seeks a Customer Experience Specialist in Mossel Bay, Western Cape. The role focuses on enhancing the customer journey across touchpoints, gathering feedback, and driving improvements from a remote-friendly setup.

You will analyze service performance, develop training for staff, and collaborate with stores to ensure top-tier customer service. A strategic, empathetic communicator will excel in this role.

Qualifications

• Experience in customer experience, customer service management, or related field within retail.
• Strong understanding of customer journey mapping and service design principles.
• Excellent analytical and problem-solving skills; able to interpret data and derive insights.
• Outstanding communication, interpersonal, and conflict-resolution skills.
• Experience with customer feedback tools and survey platforms.
• Ability to work independently and manage projects remotely.
• Proficiency in MS Office Suite and familiarity with CRM systems.
• Understanding of Western Cape retail market advantageous.
• Legally eligible to work in South Africa.

Responsibilities

• Develop and implement strategies to improve customer satisfaction and loyalty in Mossel Bay, Western Cape.
• Gather and analyze customer feedback through surveys, reviews and direct interactions.
• Monitor and report on key customer experience metrics such as NPS and CSAT.
• Identify areas for improvement in the customer journey and propose actionable solutions.
• Collaborate with store staff and management to ensure consistent delivery of excellent customer service.
• Develop training materials and conduct workshops for staff on customer service best practices.
• Manage online reviews and social media sentiment related to customer experience.
• Act as a point of escalation for complex customer inquiries or complaints.
• Stay informed about industry trends and best practices in customer experience management.
• Champion a customer-centric culture throughout South Africa.

Skills

Customer experience

Customer service management

Journey mapping

Data analysis

Communication

CRM systems

Tools

MS Office Suite

Survey platforms

Job description

Placements24, a respected retailer-focused partner, seeks a Customer Experience Specialist in Mossel Bay, Western Cape. The role focuses on enhancing the customer journey across touchpoints, gathering feedback, and driving improvements from a remote-friendly setup.

You will analyze service performance, develop training for staff, and collaborate with stores to ensure top-tier customer service. A strategic, empathetic communicator will excel in this role.