Current jobs related to Customer Experience Advocate - Cape Town, Western Cape - Rootplatform

  • Customer Success Advocate for Accommodations

    3 hours ago

    Cape Town, Western Cape, South Africa Tripco Pty Full time

    Customer Success AdvocateWe are seeking a highly motivated and experienced Customer Success Advocate to join our team as a Customer Success Advocate for Accommodations. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to build strong relationships with hosts and suppliers. If you are passionate about...

  • Customer Experience Advocate

    6 days ago

    Cape Town, Western Cape, South Africa Intrinsic Consulting Services Full time

    Company OverviewIntrinsic Consulting Services is a Market Leader in the Office Interiors Space, offering a unique opportunity for a vibrant and energetic individual to excel as a Customer Care Consultant.Key ResponsibilitiesDaily customer visits to maintain and strengthen relationships with existing customersMaintaining records on the CRM SystemAssist...

  • Customer Experience Advocate Senior

    5 days ago

    Cape Town, Western Cape, South Africa Lead Generation Group Full time

    We are seeking an experienced Complaints Resolution Specialist to join our team at the Lead Generation Group.About the Role:In this role, you will be responsible for managing and resolving escalated client complaints and issues. You will develop and implement strategies to reduce the frequency of escalations, work closely with other departments to identify...

  • Insurance Claims Advocate

    4 days ago

    Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

    Job Summary:We are seeking a skilled and experienced Insurance Claims Advocate to join our team. As an Insurance Claims Advocate, you will be responsible for proactively contacting customers by telephone and in writing to resolve claims and ensure compliance with agreed quality standards and timescales.Key Responsibilities:* Assess individual customer and...

  • Customer Experience Product Manager

    2 days ago

    Cape Town, Western Cape, South Africa Amana Living Full time

    TalentCru is redefining customer care through automation and AI. As a Senior Human Resource Business Partner, you will play a key role in shaping the future of our customer support experience.As part of our Customer Care Automation team, you will work closely with stakeholders to identify opportunities for improvement and drive initiatives that enhance the...

  • Beverage Advocate

    4 days ago

    Cape Town, Western Cape, South Africa Rgbc Full time

    Cocktail Experience RequiredWe are looking for a highly skilled Cocktail Expert to join our team at Rgbc. As a key member of our team, you will be responsible for promoting and advocating for our liquor brands.Job Requirements:Proven experience as a mixologist in a high-volume or prestigious hospitality setting.Strong knowledge of spirits, cocktails, and...

  • Public Policy Analyst and Advocate

    3 days ago

    Cape Town, Western Cape, South Africa Labourwise HR Full time

    Job SummaryLlabourwise HR is looking for a Public Policy Analyst and Advocate to join our team.Main DutiesCollaborate with the Department of Home Affairs on Act 49 analysis.Develop SOPs for Act 49, focusing on inclusivity for trans and gender-diverse persons.Advocate for individual rights to change identity documents based on gender...

  • Customer Service Advocate

    4 days ago

    Cape Town, Western Cape, South Africa Daily Maverick Full time

    We are seeking a detail-oriented and organized Customer Service Agent to join Daily Maverick. In this role, you will handle customer inquiries, resolve issues, and ensure a smooth service experience.You'll utilize tools like Freshdesk to manage and track support tickets, collaborating with internal teams to provide timely and effective solutions.With strong...

  • Customer Success Advocate

    4 days ago

    Cape Town, Western Cape, South Africa Cartrack Full time

    Role Overview: As a Commercial Account Manager at Cartrack, you will play a vital role in driving revenue growth and expanding our market share. This requires a skilled and experienced individual who can effectively manage relationships with our fleet customers and identify new opportunities for growth.Key responsibilities: • Develop and implement...

  • Global Customer Advocate Lead

    2 days ago

    Cape Town, Western Cape, South Africa Tbwa ChiatDay Inc Full time

    Job DescriptionWe are seeking a skilled Customer Success Manager to join our team. The successful candidate will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction and success with our MRM Product.Responsibilities:Account Management: Manage a portfolio of customer accounts, developing and...

  • Portuguese Speaking Customer Advocate

    4 days ago

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

    About Our TeamWe're a dynamic and collaborative team that values innovation and growth.As a Customer Experience Executive, you'll be part of a community that fosters a strong sense of community and accountability.Our team members are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day.What We DoWe provide...

  • Senior State Advocate REF NO: Recruit 2025/29

    2 weeks ago

    Cape Town, Western Cape, South Africa National Prosecuting Authority Full time

    Job title : Senior State Advocate REF NO: Recruit 2025/29Job Location : Western Cape, Cape TownDeadline : March 24, 2025Quick Recommended LinksJobs by Location Job by industries REQUIREMENTS :An LLB. For serving prosecutors seeking promotion any appropriate legal qualification. At least eight (8) years' post qualification experience in civil and/or...

  • Strategic Policy Advocate Position

    3 days ago

    Cape Town, Western Cape, South Africa Labourwise HR Full time

    Job DescriptionWe are seeking a highly skilled Legal and Policy Advocacy Officer to join our team at Labourwise HR.ResponsibilitiesCollaborate with the Department of Home Affairs to analyze Act 49 and the New Identities Management System.Develop Standard Operating Procedures (SOP) for Act 49, focusing on inclusive aspects for trans and gender-diverse persons...

  • Customer Success Manager

    2 days ago

    Cape Town, Western Cape, South Africa Tbwa ChiatDay Inc Full time

    About the RoleThe Customer Success Manager will be responsible for driving retention, renewals, and customer health monitoring across our MRM Product. This key advocate for our customers will ensure their satisfaction and success with our solutions.Key Responsibilities:Customer Relationship Management: Develop strong relationships with customers to...

  • Customer Experience Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa O'Brien Recruitment Full time

    Are you passionate about enhancing customer experiences and driving engagement? We're looking for a Customer Experience Manager to lead our efforts in optimizing the end-to-end customer journey.Key Responsibilities:Develop and implement customer journey strategies to enhance satisfaction and loyalty.Analyze customer interactions to identify pain points and...

  • Customer Experience Manager

    3 days ago

    Cape Town, Western Cape, South Africa O'Brien Recruitment Full time

    Are you passionate about enhancing customer experiences and driving engagement? We're looking for a Customer Experience Manager to lead our efforts in optimizing the end-to-end customer journey.Key Responsibilities:Develop and implement customer journey strategies to enhance satisfaction and loyalty.Analyze customer interactions to identify pain points and...

  • AI Powered Customer Care Strategist

    2 days ago

    Cape Town, Western Cape, South Africa Amana Living Full time

    We are seeking a highly skilled Senior Human Resource Business Partner to lead our customer care automation efforts. As part of our Customer Care Automation team, you will work closely with stakeholders to identify opportunities for improvement and drive initiatives that enhance the user experience.Key responsibilities include:Identifying and advocating for...

  • Customer Experience Director

    1 day ago

    Cape Town, Western Cape, South Africa ACB Consulting Full time

    Job DescriptionWe are seeking a highly motivated and experienced Customer Experience Director to join our team at ACB Consulting. This is an exciting opportunity for a seasoned retail professional to lead our customer experience strategy and drive business growth.Key ResponsibilitiesDevelop and implement a customer-centric strategy to enhance the overall...

  • Customer Experience Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa ACB Consulting Full time

    Objectives• Responsible for all actions related to the customer experience strategy in the store with the aim of offering the best possible experience and service to the customer and to our employees too• Responsible for company projects in relation to customer experience as well as follow up all the customer experience KPIs in other to put actions in...

  • Customer Experience Lead

    5 days ago

    Cape Town, Western Cape, South Africa ACB Consulting Full time

    Job Description:We are seeking a highly motivated and experienced Customer Experience Manager to join our team at ACB Consulting. As a key member of our retail operations, you will be responsible for driving customer experience initiatives across our stores, ensuring that every interaction with our customers is exceptional.Key Responsibilities:Develop and...

Customer Experience Advocate

2 weeks ago

Cape Town, Western Cape, South Africa Rootplatform Full time
About This Role

We are seeking an experienced Customer Experience Advocate to join our team at Rootplatform. As a key member of our support operations, you will play a vital role in ensuring that our clients receive outstanding support and that we deliver against our agreed service levels.

Your primary responsibility will be to oversee the day-to-day functions of the client support team, driving 1st line client experience and managing team output. You will be the primary routing point for all inbound queries and requests, resolving them yourself or within the support team, and tracking accurate and speedy resolution.

Main Responsibilities:
  1. User Experience:
  • USER EXPERIENCE IS DRIVEN BY EFFECTIVE MANAGEMENT OF INCIDENTS AND PROVIDING ACCURATE AND SPEEDY RESOLUTION.
  • MANAGE INCIDENTS: BE THE CLIENT FACING CONTACT PERSON AND COMMUNICATIONS PORT TO CLIENTS IN THE EVENT OF INCIDENTS.
  • DRIVE THE FOLLOW-UP AND FEEDBACK LIFE-CYCLE ON OPEN CLIENT ISSUES THAT HAVE BEEN ESCALATED TO OTHER ROOT DEPARTMENTS.
  • BUILD EFFECTIVE CLIENT RELATIONSHIPS ALONGSIDE CLIENT SUCCESS AND PRODUCT TEAMS.
  • ALL OUR SUPPORT CHANNELS (E.G. EMAIL AND SLACK) ARE WELL MANAGED AND RESPONSIVE.
  • DRIVE THE PROCESS TO BUILD OUT THE ROOT KNOWLEDGE BASE AND FACILITATE MORE SELF-SERVICE OPPORTUNITIES FOR CLIENTS.
  • REGULAR PRODUCT AND FEATURE TRAINING TO CLIENTS.
Internal Support:
  • ENSURE CLIENT SUCCESS MANAGERS HAVE THE SUPPORT THEY REQUIRE TO SUPPORT THEIR FUNCTION AND DELIVERABLES TO OUR CLIENTS.
  • WORK ALONGSIDE PRODUCT AND ENGINEERING TO MANAGE INCIDENTS AGAINST ROOT SLA'S.
  • USEFUL CLIENT FEEDBACK IS SHARED WITH OUR PRODUCT, SALES AND CONTENT TEAMS.
  • CMMON FEATURE REQUESTS AND WORKAROUNDS ARE SHARED BACK TO RELEVANT TEAMS TO HELP DRIVE CONTINUOUS IMPROVEMENT.
  • PROVIDE WEEKLY, MONTHLY AND QUARTERLY SUPPORT REPORTING, DISPLAYING TREND AND PERFORMANCE OF THE ROOT SUPPORT TEAM.
  • PRODUCT BUGS ARE REPORTED IN A USEFUL AND ACTIONABLE FORMAT TO THE RESPECTIVE TEAMS.
  • MONITOR PLATFORM ALERTS, INVESTIGATE AND TAKE APPROPRIATE ACTION TO RESTORE SERVICE AND ESCALATE APPROPRIATELY.
Root Competency & Team Management:
  • GAIN A SOLID EXPERT UNDERSTANDING OF THE ROOT PRODUCTS AND PLATFORM.
  • UNDERSTAND OUR CLIENT'S PRODUCTS AND SOLUTIONS TO ENGAGE AND ASSIST THE SUPPORT TEAM AND OUR CLIENTS.
  • MANAGE TEAM PERFORMANCE AGAINST KEY INDICATORS: CSAT, RESPONSE, RESTORE ETC.
  • COCHE AND TRAIN THE CLIENT SUPPORT TEAM TO ELEVATE THE OVERALL LEVEL OF SUPPORT BEING DELIVERED.
  • PROVIDE INPUT AND GUIDANCE TO THE TEAM WHERE NECESSARY IN DELIVERING OUR PROMISED SERVICE.
  • The team applies Root's principles and practices to their work.
  • The team operates in accordance with industry best-practices and guiding principles.
  • Our support management system (Zendesk) is well managed, with optimally automated processes and data capturing configured.