Customer Experience Specialist

Job Description

We are seeking a skilled Customer Experience Specialist to join our Durban team. In this role, you will be responsible for enhancing customer satisfaction by analyzing feedback, implementing solutions, and collaborating with various departments to ensure a seamless experience for our clients.

Responsibilities

• Collect and analyze customer satisfaction surveys.
• Develop training materials to enhance customer service skills of employees.
• Collaborate with IT to develop tools for tracking customer interactions.
• Assist in creating and refining customer journey maps.
• Ensure compliance with customer service standards and regulations.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Postgraduate qualification is a plus

Experience

• 3+ years of experience in customer service or experience management

Technical Skills

• Customer Experience Tools
• Survey Design

Soft Skills

• Interpersonal Skills
• Adaptability

Certifications

• Customer Experience Management Certificate

Languages

• English: Fluent

Advantageous

• Knowledge of UX/UI Principles: Understanding of user experience and user interface design to improve customer interactions.
• Project Management Skills: Ability to manage multiple projects and deadlines effectively.

Benefits

• Comprehensive health insurance
• Annual performance bonus
• Training and development programs
• Work-life balance initiatives

Company Culture

• Continuous Improvement: We are committed to continuous improvement and learning from our customers.
• Supportive Environment: We provide a supportive work environment that promotes personal and professional growth.