Retail Customer Experience Specialist

Placements24; Midrand; Hybrid; ZAR 83,000 - 101,000; Full time

Benefits offered by this job

Hybrid work arrangement

Salary 92,000 ZAR per year

Employee discounts

Job summary

Placements24 in Midrand, Gauteng, ZA is seeking a dedicated Retail Customer Experience Specialist to blend in-store engagement with remote support and drive outstanding service across all channels. You will be the primary contact for customer inquiries, manage feedback, and help implement service improvements to ensure a seamless shopping journey.

With a minimum of two years in customer service, you bring excellent communication, empathy, and problem-solving skills.

Qualifications

• Minimum 2 years in customer service, preferably retail.
• Excellent communication, listening and interpersonal skills.
• Proven ability to resolve inquiries and complaints.
• Experience with CRM software is an advantage.
• Ability to work hybrid schedule including weekends.

Responsibilities

• Serve as the main point of contact for inquiries and feedback across channels.
• Resolve issues promptly, aiming for first-contact resolution.
• Implement strategies to enhance the customer experience.
• Gather feedback and identify service-improvement opportunities.
• Collaborate with store teams to address challenges and implement solutions.
• Maintain customer service protocols and training materials.
• Monitor customer satisfaction metrics and report on KPIs.

Skills

Customer service

Communication

Empathy

CRM software

Problem solving

Teamwork

Education

High school diploma

Job description

About the Role

Our client, a customer-centric retail organization, is seeking a dedicated and empathetic Retail Customer Experience Specialist to join their team in Midrand, Gauteng, ZA. This hybrid role requires a blend of in-store engagement and remote support, focusing on ensuring every customer interaction is positive, memorable, and meets the highest standards. The ideal candidate will have exceptional communication skills, a genuine passion for service, and the ability to resolve customer issues effectively and efficiently. You will be responsible for addressing customer inquiries, managing feedback, implementing service improvements, and ensuring a seamless shopping journey across all touchpoints. We are looking for an individual who thrives on exceeding customer expectations and can contribute to building strong, lasting customer relationships. If you are a proactive problem-solver with a commitment to service excellence and looking for a role that allows you to make a tangible difference in customer satisfaction within the retail sector, this position offers an exciting opportunity for you.

Key Responsibilities

• Serving as the primary point of contact for customer inquiries, feedback, and concerns across various channels (in-store, phone, email, social media).
• Resolving customer issues and complaints promptly and professionally, aiming for first-contact resolution.
• Implementing strategies to enhance the overall customer experience within the retail environment.
• Gathering and analyzing customer feedback to identify trends and areas for service improvement.
• Collaborating with store teams and management to address customer service challenges and implement solutions.
• Developing and maintaining customer service protocols and training materials.
• Proactively identifying opportunities to delight customers and build loyalty.
• Assisting in the management of customer loyalty programs and initiatives.
• Monitoring customer satisfaction metrics and reporting on key performance indicators.
• Contributing to a positive and service-oriented culture within the retail environment.

Requirements

• Minimum of 2 years of experience in customer service, preferably within a retail or hospitality setting.
• Proven ability to handle customer inquiries and resolve complaints effectively.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and a patient, empathetic approach.
• Proficiency in using CRM software and customer service platforms is an advantage.
• Ability to work independently and as part of a team in a hybrid work model.
• Flexibility to work varying shifts, including weekends, as needed for store coverage.
• A passion for delivering exceptional customer experiences and building rapport.
• Basic understanding of retail operations and product knowledge is beneficial.
• High school diploma or equivalent required; tertiary education in a related field is a plus.

Benefits

• Hybrid work arrangement offering flexibility.
• Competitive annual salary of 92000 ZAR.
• Opportunities to directly impact customer satisfaction and loyalty.
• Employee discounts on products and services.
• Professional development and training in customer service excellence.
• A dynamic and collaborative work environment.
• Exposure to various facets of customer relationship management.
• Chance to represent a customer-focused brand and contribute to its reputation.