Customer Experience Advocate

Our client is looking for a passionate and empathetic Customer Experience Advocate to join their growing team in
** Richards Bay, Kwa Zulu-Natal**. In this role, you will be the voice of the customer within the organization, dedicated to ensuring every interaction is positive and memorable. You will handle a wide range of customer inquiries, resolve complex issues, and proactively seek opportunities to enhance the overall customer journey. This position requires a blend of strong interpersonal skills and a keen understanding of customer service best practices.

The
** Hybrid
* * work model allows for a balance between collaborative in-office sessions and remote work flexibility, fostering a productive and engaged team environment. Be a key player in shaping outstanding customer experiences in
** Richards Bay, Kwa Zulu-Natal**.

• Serve as the primary point of contact for customers, addressing inquiries and concerns via phone, email, and live chat.
• Investigate and resolve customer issues efficiently and effectively, ensuring customer satisfaction.
• Proactively engage with customers to gather feedback and identify areas for service improvement.
• Educate customers on product features and solutions, promoting a positive user experience.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Collaborate with internal departments (e.g., sales, technical support) to resolve complex customer issues.
• Contribute to the development and improvement of customer support processes and documentation.
• Analyze customer feedback to identify trends and recommend strategies for enhancing customer loyalty.
• Champion the customer's perspective in internal discussions and decision-making.
• Maintain a high level of product knowledge to assist customers effectively in
  ** Richards Bay, Kwa Zulu-Natal**.

• Proven experience in a customer service, customer support, or customer advocacy role.
• Exceptional communication and active listening skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a
  ** Hybrid
  * * work environment.
• Experience in conflict resolution and de-escalation techniques.
• A passion for delivering outstanding customer experiences.
• High school diploma or equivalent; relevant certifications or further education are a plus.
• Familiarity with customer journey mapping and analysis is beneficial.
• Residing in or willing to commute to
  ** Richards Bay, Kwa Zulu-Natal
  ** for required in-office days.

• Annual salary of R .
• Comprehensive health insurance coverage.
• Paid time off and public holidays.
• Opportunities for career advancement within the company.
• ** Hybrid
  * * work arrangement providing flexibility.
• Collaborative team environment.
• Regular training and development sessions.
• Pension scheme.
• Employee discounts on company products/services.
• Proximity to
  ** Richards Bay, Kwa Zulu-Natal
  ** for convenient commute.