Customer Experience Officer

4 days ago

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

About Protect Group

We're a fast-growing technology solutions company that enhances customer experience and generates additional revenue for businesses.

Founded in 2016, we've expanded to serve over 400 business partners across 75+ countries with a presence in 12 global offices.

Our AI-driven widget integrates seamlessly into online booking and sales platforms, providing customer-centric solutions that boost satisfaction and ancillary revenue without significant upfront costs.

Our Mission

We continuously seek new ideas and technologies to stay ahead in today's fast-changing market.

As a member of our team, you'll join a community that values collaboration and a shared purpose, fostering a strong sense of community.

'Protect People' are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day.

Job Overview

We're seeking a Customer Experience Executive to monitor customer enquiries, review evidence, and handle customer complaints or issues.

The ideal candidate will have experience in customer-focused positions, fluency in English, and the ability to balance human and commercial considerations.

Key Responsibilities

  • Monitoring customer enquiries, checking details, and responding appropriately.
  • Reviewing evidence provided for each refund application and approving valid applications.
  • Handling customer complaints or issues, escalating to the Customer Experience Manager when required.
  • Liaising with internal departments to route customer enquiries to the right team.
  • Maintaining a professional and polite tone in all communications.

Requirements

  • Experience in customer-focused positions.
  • Fluent English is a requirement of the role.
  • Essential to have the ability to balance human and commercial considerations.
  • Accuracy and attention to detail.
  • Excellent communication skills (written and verbal) in all fluent languages.
  • Experience working with customers over the phone and via email.
  • Enthusiastic, high degree of integrity, self-motivated, positive attitude, and a proactive approach to work.
  • Well organised with previous experience using CRM systems.
  • Personable, able to build a good rapport.
  • A real hunger and willingness to learn, not afraid to ask questions.
  • Willingness to go above and beyond, seeing the opportunity as a career in a rapidly growing organisation, not just a job.

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