Customer Experience Analyst

2 weeks ago

Cape Town, Western Cape, South Africa Black Pen Recruitment Full time
Our client, a fintech pioneer, is reshaping the financial landscape with a vision to simplify payments for endless possibilities.

Since their inception in 2016, they have become a driving force in Africa's fintech space, connecting millions worldwide through secure and seamless digital payment solutions.

Our client has since processed an impressive $23 billion worth of transactions across 35 countries in Africa for companies including Microsoft, Twitter, and Uber.

A groundbreaking February 2022 funding round that valued the company at an astounding $3 billion solidified their position as Africa's most valuable startup.

Join their dynamic team and be part of a global movement that's revolutionising the future of finance.

At our clients' company, innovation, inclusivity, and excellence are the cornerstones of their culture, where your work will have a meaningful impact on millions of lives and businesses.


The Role


Our Client is looking for a Customer Experience Analyst who will support the effective & efficient management of customers by providing first level support to South African customers and ensuring resolution of complaints received across all channels.

The role will also support customer onboarding and customer retention initiatives. Our client is not a one size fits all organisation, and they are proud of their close-knit, diverse team. They are looking for people who can bring their unique perspectives to this role.

Job Location:
South Africa

Job Type:
Full time

Requirements:

  • B.A/BSc is required
  • 2 years Customer Experience work experience
  • Good verbal and written communication skills in English
  • Ability to resolve customers queries.
  • Passion for excellence


 Result oriented
  • Focuses on getting things finished.
  • Confidentiality
  • Good computer skills
  • Strong Influencing and Persuasive Skills.
  • Ability to handle pressure/conflict.
  • Team Player
  • Excellent Interpersonal Skills
  • Good problem solving skills
  • Ability to work with mínimal supervision.
  • Integrity and honesty
  • Willingness to work on shifts (including weekends & public holidays)
  • Positive attitude
  • Willingness to switch roles within the team

Responsibilities:

  • Act as the first contact person for all internal and external customer queries and complaints in South Africa
  • Build relationships, earn trust and buyin from customers in order to get referral business and retain customer loyalty.
  • Act as the first line of escalation for all customer complaints.
  • Ensure that the support channels for South Africa are always functioning, documenting and reporting any interruption in service to the appropriate channel.
  • Assist in maintaining clear and open twoway channels of communication with other departments within the company.
  • Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
  • Examine pertinent information and determine accuracy of customer issues and responsibility for resolution.
  • Ensure effective provision of answers to questions and enquiries from the public about their clients products and services.
  • Provide insight on customer feedback for product and process improvements.
  • Crosssell other products to customers
  • Carry out telephone survey calls.
  • Onboarding of Merchants and Customers in South Africa.

  • Customer Success Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa Language Recruiters Full time

    Job DescriptionCustomer Success Analyst (Dutch-Speaking) Are you ready to shape the future of the energy sector? Thrive in a fast-paced, dynamic environment? Your journey starts here Come aboard a innovative team leading the charge in energy transformation. Our client is redefining EV fleet and battery storage solutions, empowering businesses to embrace...

  • Customer Insights Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa DataTechRecruit Full time

    Customer Insights Analyst AnalystCape Town - Western Cape - South AfricaType: OnsiteSalary: Up to R55 000 ctcResponsibilities: Customer Insights Planning Lead analytics efforts in alignment with the Marketing Manager's strategy. Collaborate with stakeholders, both internal and external, to utilize segmentation models and market studies effectively. Maintain...

  • Customer Support Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa DigiCert Full time

    ABOUT DIGICERTWe're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We help companies put...

  • Analyst (Customer Insights)

    2 weeks ago

    Cape Town, Western Cape, South Africa Clicks Group Limited Full time

    Advert reference: click_014009Advert status: Online- Position Summary:Industry:Wholesale & Retail TradeJob category:Strategic marketingLocation:Cape TownContract:PermanentRemuneration:Market RelatedEE position:YesBrand:ClicksIntroduction:We are looking to recruit an Analyst (Customer Insights) within our marketing department. This role will be based at our...

  • Voice of Customer Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa Ten Group Full time

    As a Voice of Customer Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.Your role involves being able to present findings in an organized manner, both written and verbally and be able to support the...

  • Head of Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Deka Minas (Pty) Ltd Full time

    The main purpose of this role is to manage the business relationship with our customers, solving lasting customer problems, building a long- term competitive advantage, retaining loyal customers, creating a strategy to increase profitability and providing a comprehensive customer perspective for executive decisions to increase the lifetime value and...

  • Johannesburg: Machine Learning Engineer

    2 weeks ago

    Cape Town, Western Cape, South Africa The Learning Experience #393 Full time

    Machine Learning Engineer position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on in the It Computing Software categoryClick Go Apply to apply onlineYou might also like to look at the available jobs in the same area.Select one of the buttons below to browse for more available jobs.Apply directly for this...

  • Customer Experience Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Pargo Full time

    We're Hiring: Customer Experience AgentWe are seeking a sharp, creative Customer Experience Agent to join our team and ensure customers have an exceptional and pleasant experience. Join our fast-growing business that is changing the e-commerce delivery landscape in South Africa.The RoleAs a part of the Customer Experience team, you will be the primary point...

  • Customer Experience Advisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Firstrand Bank Limited Full time

    To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel's and Self Service) based on customer centricity and customer experience best practiceContribute to cost efficiencies through responsible utilisation of work related...

  • Customer Experience Advisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Rmb Full time

    Customer Experience Advisor page is loaded Customer Experience Advisor Apply locations Shop Zevenwacht Mall, 21 Van Riebeek Road, Kuilsriver, Cape Town, 7579 time type Full time posted on Posted Yesterday job requisition id R13824 Job DescriptionTo provide excellent customer experience by welcoming customers, understanding their requirements, and managing...

  • Customer Data Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa Travelopia Full time

    About usOur mission is simple, to Improve life through travel. Exodus Travels is one of the world's leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide.Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been...

  • Sr. Program Manager, Customer Experience, Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Amazon Commercial Services (South Africa) (Pty) Ltd - N09 Full time

    Amazon's mission is to be earth's most customer-centric company.We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Senior Program Manager, Customer Experience (CX) to join our South Africa Customer Service team. The Senior Program Manager, CX will be responsible for defining and delivering a...

  • Customer Experience Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Pargo Full time

    Job DescriptionWe're looking for a talented Customer Experience Agent to join our team and ensure our customers have a consistently excellent experience. Join us for exciting opportunities in the e-commerce delivery landscape in South Africa.The RoleYou will be a crucial part of our Customer Experience team, being the primary point of contact for...

  • Customer Experience Associate

    2 weeks ago

    Cape Town, Western Cape, South Africa Boldr Full time

    WHAT IS YOUR ROLEThe Customer Experience Associate is responsible for providing exceptional customer service andsupport to customers of the company. This role involves assisting customers with inquiries, resolvingissues, and providing information about the company's products and services.WHY DO WE WANT YOUWe are currently looking for impact-driven...

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Call Centre Staffing Full time

    Duties and responsibilities Manage a portfolio of existing clients and accountsAlways offer first class customer serviceProviding a variety of quotations to clients.Following up quotations each morning to ensure we have provided what was required and offer any further helpWhen a quotation is cancelled try to find out if there is anything we could have...

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa DigiCert, Inc. Full time

    at DigiCertCape TownABOUT DIGICERTWe're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers....

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa DigiCert, Inc. Full time

    at DigiCertCape TownABOUT DIGICERTWe're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We...

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa DigiCert, Inc. Full time

    at DigiCertCape TownABOUT DIGICERTWe're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We...

  • Director of Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Proactive Recruitment Full time

    Job descriptionOur client is an industry-leading digital marketing agency serving American and Canadian optometric practices. We are a virtual company, employing a global team of Web Development, SEO, Marketing, Sales and Customer Support experts.We want to hire an experienced and efficient Director of Customer Experience to lead our customer-facing service...

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa amplify5 Full time

    amplify5 is opening a world of new possibilities as we grow our client relationships and campaigns and as we do so another exciting opportunity to join our team has arisen.If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, innovative environment, we want to hear from you. Be a part of an amazing, dynamic team...