Senior Onsite Client Experience Lead

Mirna Butler Recruitment; KwaZulu-Natal; Hybride; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Mirna Butler Recruitment is seeking a Customer Experience Specialist for a hybrid service desk role in Richards Bay, KwaZulu-Natal. You will manage inquiries across phone, email and chat, delivering accurate product information and empathetic support to ensure positive customer experiences.

The role emphasizes responsive communication, thorough CRM documentation, and opportunities to improve the customer journey within a collaborative team environment.

Qualifications

• Matriculation certificate; tertiary education in a relevant field is advantageous.
• Experience in customer service, call center or service desk environments preferred.
• Excellent written and verbal communication with active listening focus.

Responsabilités

• Handle a high volume of customer inquiries across phone, email and chat.
• Provide clear, concise information regarding products, services, and policies.
• Troubleshoot and resolve customer issues aiming for first-contact resolution.

Connaissances

Customer service

Communication

Active listening

Empathy

Formation

Matriculation certificate

Outils

CRM system

MS Office

Description du poste

Customer Experience Specialist - Service Desk

Our client is seeking an enthusiastic Customer Experience Specialistto enhance service delivery at their support desk in Richards Bay, KwaZulu-Natal. This role is dedicated to ensuring every customer interaction is positive, efficient, and contributes to overall satisfaction. You will be responsible for managing incoming queries, providing accurate information, and resolving issues with a focus on empathy and professionalism. The hybrid nature of this role allows for valuable team collaboration while offering flexibility, making it an ideal opportunity for individuals passionate about delivering outstanding service in a dynamic environment.

About the RoleOur client is seeking an enthusiastic Customer Experience Specialist to enhance service delivery at their support desk in Richards Bay, KwaZulu-Natal. This role is dedicated to ensuring every customer interaction is positive, efficient, and contributes to overall satisfaction. You will be responsible for managing incoming queries, providing accurate information, and resolving issues with a focus on empathy and professionalism. The hybrid nature of this role allows for valuable team collaboration while offering flexibility, making it an ideal opportunity for individuals passionate about delivering outstanding service in a dynamic environment.

Key Responsibilities

• Handle a high volume of customer inquiries across multiple communication channels (phone, email, chat).
• Provide clear, concise, and accurate information regarding products, services, and policies.
• Effectively troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Document all customer interactions and resolutions meticulously in the CRM system.
• Identify opportunities to improve the customer journey and service processes.
• Gather customer feedback and relay it to relevant departments for service enhancement.

Requirements

• Matriculation certificate or equivalent qualification; tertiary education in a relevant field is advantageous.
• Previous experience in a customer service, call center, or service desk environment.
• Excellent communication skills, both written and verbal, with a focus on active listening.
• Proficiency in standard office software and experience