Retail Customer Experience Specialist

Placements24; Paarl; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Medical aid contributions

Employee discounts

Job summary

Placements24 in Paarl, Western Cape, is seeking a Retail Customer Experience Specialist to elevate our customers' journey across all store touchpoints.

You will implement CX initiatives, train staff, collect feedback, analyze trends, and collaborate with management to maintain brand standards and a welcoming store atmosphere in Paarl.

Qualifications

• Proven experience in customer service or CX management, preferably retail.
• Excellent interpersonal and communication skills.
• Strong problem-solving and calm demeanor for difficult situations.
• Experience in training and coaching staff on service protocols.
• Proficiency with customer feedback tools and data analysis.

Responsibilities

• Develop and implement strategies to enhance customer experience across all retail touchpoints.
• Train and coach store staff on customer service best practices.
• Gather and analyze customer feedback from surveys and direct interactions.
• Identify trends to propose actionable improvements.
• Resolve complex customer issues escalated by staff with timely resolutions.
• Monitor service metrics and report findings to management.
• Collaborate with store leadership to create a welcoming atmosphere.
• Stay informed on CX best practices and training materials.

Skills

Customer service

Communication

Active listening

Conflict resolution

Training staff

Data analysis

Empathy

Problem solving

Teamwork

Customer feedback

Job description

About the Role

Our client is seeking an enthusiastic and customer-focused Retail Customer Experience Specialist to join their team in Paarl, Western Cape . This role is dedicated to enhancing the overall customer journey, ensuring every interaction with our brand is positive, memorable, and aligned with our high standards of service. The specialist will be responsible for implementing customer service initiatives, gathering feedback, and working closely with store staff to foster a customer‑centric culture. This is a fantastic opportunity for someone passionate about service excellence to make a significant impact in the beautiful Paarl region. We are looking for an individual who can champion the customer's voice.

Key Responsibilities

• Develop and implement strategies to enhance the customer experience across all touchpoints within the retail environment.
• Train and coach store staff on best practices in customer service, communication, and conflict resolution.
• Actively solicit, collect, and analyze customer feedback through surveys, comment cards, and direct interactions.
• Identify trends and patterns in customer feedback to propose actionable improvements.
• Resolve complex customer complaints and issues escalated by store staff, ensuring timely and satisfactory resolutions.
• Monitor customer service performance metrics and report on key findings to management.
• Collaborate with store management to create a welcoming and engaging store atmosphere.
• Stay informed about industry best practices in customer experience management.
• Assist in the development of customer service standards and training materials.
• Ensure that all customer interactions reflect the brand's values and commitment to excellence in Paarl, Western Cape .

Requirements

• Proven experience in customer service, customer experience management, or a related role, preferably within retail.
• Excellent interpersonal, communication, and active listening skills.
• Strong problem‑solving abilities and a calm demeanor when handling difficult situations.
• Ability to empathize with customers and find effective solutions.
• Experience in training and coaching staff on customer service protocols.
• Proficiency in using customer feedback tools and analyzing data.
• A genuine passion for delivering exceptional customer service.
• Ability to work independently and as part of a team.
• Flexibility to work retail hours, including weekends, as required.
• Located in or a able to commute to Paarl, Western Cape for the role.

Benefits

• competitive salary
• opportunities for professional development
• medical aid contributions
• employee discounts

This role provides the chance to directly influence customer satisfaction and build a career focused on service excellence. You will be part of a dedicated team committed to creating outstanding customer experiences within the vibrant retail setting of Paarl, Western Cape . Join us and become a key player in upholding our client's reputation for superior customer care.