Senior Customer Experience Advocate

Placements24; Cape Town; On-site; ZAR 520,000 - 780,000; Full time

Benefits offered by this job

Generous annual salary

Career growth opportunities

Comprehensive health and wellness bene

Performance bonuses and recognition

Dynamic Cape Town work environment

Access to cutting-edge CX technology

Company training and certifications

Job summary

WhatJobs Direct in Cape Town, Western Cape, is seeking a Senior Customer Experience Advocate to lead our customer service initiatives. You will shape the end-to-end customer journey, mentor team members, and drive initiatives that boost loyalty and satisfaction.

You will analyze feedback, resolve escalations, and collaborate with Sales and Product Development to ensure a seamless experience for high-value clients. This is a non-remote leadership role based in Cape Town.

Qualifications

• Minimum 5 years in a customer-facing role, with at least 2 in a leadership capacity.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Experience with CRM software and customer feedback analysis tools.
• Strong understanding of customer journey mapping and experience design.
• Based in or willing to relocate to Cape Town, Western Cape; non-remote role.

Responsibilities

• Develop and implement customer service strategies to improve satisfaction and retention.
• Analyze feedback and identify trends to drive improvements.
• Handle escalated complaints and complex issues with professionalism.
• Train and mentor new and existing representatives.
• Create and update customer service policies and procedures.
• Collaborate with Sales and Product Development for cohesive CX.
• Monitor KPIs and report progress for the team.
• Act as primary contact for high-value or VIP clients.
• Represent the voice of the customer within the organization.

Skills

Communication

Interpersonal skills

Conflict resolution

Leadership

CRM software experience

Feedback analysis

Journey mapping

Tools

CRM software

Feedback analysis tools

Journey analytics tools

Job description

About the Role

Our client, WhatJobs Direct, is looking for a Senior Customer Experience Advocate to spearhead their customer service initiatives in the vibrant city of Cape Town, Western Cape . This pivotal role involves enhancing the overall customer journey, from initial contact through to post-service follow-up. You will be instrumental in developing and implementing strategies that foster customer loyalty, improve satisfaction rates, and drive positive word-of-mouth referrals. As a Senior Advocate, you will also mentor junior team members and contribute to refining our client's support processes. This is a fantastic chance to take on a leadership role within a company that deeply values its customers and strives for excellence in service delivery.

Key Responsibilities

• Develop and implement customer service strategies to improve satisfaction and retention.
• Analyze customer feedback and identify trends to recommend service improvements.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Train and mentor new and existing customer service representatives.
• Create and update customer service policies and procedures.
• Collaborate with other departments (e.g., Sales, Product Development) to ensure a cohesive customer experience.
• Monitor key performance indicators (KPIs) for the customer service team and report on progress.
• Act as a primary point of contact for high-value or VIP clients.
• Represent the voice of the customer within the organization.

Requirements

• Minimum of 5 years of experience in a customer-facing role, with at least 2 years in a senior or leadership capacity.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Proven ability to develop and execute customer service strategies.
• Experience with CRM software and customer feedback analysis tools.
• Strong understanding of customer journey mapping and experience design.
• Ability to lead and motivate a team.
• Excellent problem-solving skills and attention to detail.
• Must be based in or willing to relocate to Cape Town, Western Cape for this non-remote position.

Benefits

• Generous annual salary.
• Significant opportunities for career growth and leadership development.
• Comprehensive health and wellness benefits.
• Performance bonuses and recognition programs.
• A dynamic work environment in the heart of Cape Town .
• Access to cutting-edge customer service technology.
• Company-provided training and certifications.