Customer Service

1 week ago

Sandton, South Africa Shorza Full time

**Customer Experience Specialist**
**Location**: Sandton offices
**Working Hours**: UK business hours

We’re partnering with a fast-growing, adventure-focused company based in Sandton, on a mission to bring excitement and challenge back into people’s lives. They create epic, globe-trotting endurance events and adventure experiences that push boundaries — and they’re looking for a passionate Customer Experience Specialist to join their team.

**About the Client**:
This company blends adrenaline, exploration, and social impact, raising funds for environmental causes while delivering unforgettable adventures. Their projects include global endurance horse racing and innovative adventure machines you can only earn through participation. They’re a dynamic startup with a bold vision and a rapidly growing community of loyal customers.

**The Role**:
As a Customer Experience Specialist, you’ll be the frontline contact for customers from their first enquiry through to post-adventure follow-up. Your mission is to deliver an exceptional experience that turns customers into lifelong fans who can’t wait for their next challenge.

You’ll be the eyes and ears of the customer experience team, gathering feedback and stories, sharing insights with marketing and operations, and helping shape continuous improvements across the business.

Because this is a small, evolving company, you’ll need to be flexible, proactive, and ready to roll up your sleeves. Expect a fast-paced onboarding and the opportunity to get involved in a variety of projects beyond your core responsibilities.

**Key Responsibilities**:

- Drive sales by nurturing leads and encouraging bookings
- Manage customer admin to ensure smooth pre-adventure preparation
- Lead customer communication on individual adventures, including managing group chats and responding outside regular hours when needed
- Maintain and update customer handbooks and internal knowledge bases
- Create and manage customer communication templates and support marketing content creation
- Collect customer stories and feedback to fuel marketing campaigns and service improvements
- Support the veterans programme and contribute ideas for continuous improvement

**What You’ll Need**:

- Outstanding customer service skills with excellent written and verbal communication
- Ability to write engagingly and adapt to a brand’s unique tone of voice
- Proactive mindset with strong organisational skills and tech-savviness
- Flexibility to cover varied work hours, including some weekends when adventures are active
- Enthusiasm for adventure culture and willingness to travel occasionally to support events

**Why This Role?**
- Full-time position with flexible working hours
- Join a passionate, close-knit team in a company that’s shaking up the adventure and travel space
- Be part of a company that supports environmental causes and creates unforgettable experiences

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