Customer Experience Analyst

6 months ago

Cape Town, 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 buy-in 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 two-way 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.
- Cross-sell other products to customers
- Carry out telephone survey calls.
- Onboarding of Merchants and Customers in South Africa.

  • Customer Experience Associate Lead

    1 month ago

    Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    Are you a customer experience enthusiast with a passion for delivering exceptional service? We are seeking an experienced Customer Service Adviser to join our global team. As a Customer Experience Associate Lead, you will play a vital role in providing high-quality responses to customers, maintaining performance standards, and attending to high volumes of...

  • Customer Experience Representative

    4 weeks ago

    Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    About Customer Service Adviser RoleWe are seeking a highly skilled Customer Service Adviser with webchat and voice experience to join our global team at Customer Experience People SA Ltd.Key Responsibilities:Provide high-quality responses to customers, maintaining performance standards and handling high volumes of calls/chats/emails.Proactively identify...

  • Customer Service Adviser

    2 months ago

    Cape Town, South Africa Customer Experience People SA Ltd Full time

    Job Overview Huntswood is looking for Customer Service Advisers with Webchat and Voice experience to join our global team. Are you an ambitious and driven individual, with great communication skills? If YES then we are looking for you Job Responsibilities Provide responses to all, maintaining high quality of services, performance standards and attend to high...

  • Customer Service Representative with Webchat Expertise

    3 weeks ago

    Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    At Customer Experience People SA Ltd, we're on the hunt for talented individuals to join our global team as Customer Service Representatives with a passion for webchat. If you're an ambitious and driven professional with exceptional communication skills, we want to hear from you!Job OverviewWe're looking for someone who can provide top-notch service to our...

  • Customer Service Representative with Excellent Communication Skills

    3 weeks ago

    Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    Job OverviewHuntswood, a global leader in customer experience solutions, is seeking highly motivated and experienced Customer Service Advisers to join its team. As a Customer Service Representative, you will be responsible for delivering exceptional customer experiences through various communication channels.Responsibilities:• Provide timely and accurate...

  • Customer Experience and Marketing Analyst Manager

    7 months ago

    Cape Town, South Africa Vivo Energy Full time

    Vivo Energy are looking for a **C**ustomer Experience and Marketing Analyst Manager** to join their team! The incumbent is required to be based in either one of our offices**:South Africa, Morocco, Tunisia or Kenya** and adhere to our current hybrid working policy. **Job purpose**: - Improve the Lubricants customer experience and internal employee...

  • Customer Experience

    4 weeks ago

    Cape Town, South Africa Ten Group Full time

    **Join Ten Group as a Customer Experience (CX) Analyst**: Ten Group is building a world-class global Customer Experience (CX) team for one of our valued clients, aiming to create seamless, compelling customer journeys for members worldwide. This is an exciting opportunity to join a dynamic team, collaborate across regions, and play a key role in analyzing...

  • Customer Insights Analyst

    4 weeks ago

    Cape Town, Western Cape, South Africa Ackermans Full time

    Job Title: Customer Insights AnalystWe are seeking a highly skilled Customer Insights Analyst to join our team at Ackermans. This role is responsible for conducting data analysis on research initiatives and improving research findings by pairing owned customer data where applicable.About the Role:This position will assist the business in improving its...

  • Internal Communications Strategic Lead

    1 month ago

    Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    About Customer Experience People SA LtdWe are a dynamic and forward-thinking organization, committed to delivering exceptional customer experiences. Our team is passionate about building meaningful connections with our customers and employees alike.

  • Customer Support Analyst

    5 days ago

    Cape Town, South Africa DigiCert, Inc. Full time

    **Customer Support Analyst**: at DigiCert Cape Town **ABOUT DIGICERT** We’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...

  • Customer Support Analyst

    4 days ago

    Cape Town, South Africa DigiCert, Inc. Full time

    **Customer Support Analyst **:at DigiCert Cape Town **ABOUT DIGICERT** We’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...

  • Customer Experience

    1 month ago

    Cape Town, South Africa Ten Group Full time

    Join Ten Group as a Customer Experience (CX) Analyst 🌟 Ten Group is building a world-class global Customer Experience (CX) team for one of our valued clients, aiming to create seamless, compelling customer journeys for members worldwide. This is an exciting opportunity to join a dynamic team, collaborate across regions, and play a key role in analyzing...

  • Customer Insights Analyst

    6 months ago

    Cape Town, South Africa DataTechRecruit Full time

    Customer Insights Analyst Analyst Cape Town - Western Cape - South Africa Type: Onsite **Salary**: Up to R55 000 ctc **Responsibilities**: - 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...

  • Customer Support Analyst

    4 days ago

    Cape Town, South Africa DigiCert Full time

    **ABOUT DIGICERT** We'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...

  • Customer Support Analyst

    5 days ago

    Cape Town, South Africa DigiCert Full time

    **ABOUT DIGICERT** We'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...

  • Customer Support Analyst

    3 days ago

    Cape Town, South Africa DigiCert, Inc. Full time

    **Customer Support Analyst (Spanish / Portuguese / German Speaker)**: at DigiCert Cape Town **WHO WE ARE**: DigiCert is the world’s premier provider of high-assurance digital certificates and we secure: - 97 of the top 100 banks - 89% of Fortune500 companies - 81% of all e-commerce traffic Join us in finding better ways to help people believe in their...

  • Customer Support Analyst

    4 days ago

    Cape Town, South Africa DigiCert, Inc. Full time

    **Customer Support Analyst (Spanish Speaker)**: at DigiCert Cape Town **ABOUT DIGICERT** We’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...

  • Customer Support Analyst

    2 days ago

    Cape Town, South Africa DigiCert, Inc. Full time

    **Customer Support Analyst (Spanish Speaker)**: at DigiCert Cape Town **WHO WE ARE**: DigiCert is the world’s premier provider of high-assurance digital certificates and we secure: - 97 of the top 100 banks - 89% of Fortune500 companies - 81% of all e-commerce traffic Join us in finding better ways to help people believe in their digital interactions,...

  • Analyst (Customer Insights)

    7 months ago

    Cape Town, South Africa Clicks Group Limited Full time

    Advert reference: click_014009 Advert status: Online - **Position Summary**: **Industry**:Wholesale & Retail Trade **Job category**:Strategic marketing **Location**:Cape Town **Contract**:Permanent **Remuneration**:Market Related **EE position**:Yes **Brand**:Clicks **Introduction**: We are looking to recruit an Analyst (Customer Insights) within our...

  • Customer Success Analyst

    9 months ago

    Cape Town, South Africa Language Recruiters Full time

    **Customer 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...