Customer Experience Specialist - Service Desk

Our client is seeking an enthusiastic Customer Experience Specialist to enhance service delivery at their support desk in Richards Bay, Kwa Zulu-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.

• 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.

• 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 with CRM or ticketing systems.
• A strong commitment to delivering exceptional customer experiences.
• Ability to remain calm and professional under pressure.

• Competitive salary with potential for annual increases based on performance.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for training and skill development in customer experience best practices.
• A supportive and team-oriented work environment in Richards Bay .
• Hybrid work arrangement to support a healthy work-life integration.