Customer Experience Consultant
Agriculture, Agribusiness
Minimum Requirements
- Qualifications and experience : National Senior Certificate (Matric); a Diploma or Certificate in Customer Service, Communication, Business Administration, or a related field will be advantageous.
- At least 2 years' experience in a call centre, customer service, customer support, or client relations environment.
- Knowledge of customer service principles, complaint resolution, and escalation processes.
- using CRM or customer service management systems.
- Strong communication skills with the ability to engage effectively with customers across multiple channels.
- Skills : Strong customer service orientation with excellent communication and interpersonal skills.
- Proven ability to manage customer complaints, resolve conflicts, and make sound decisions.
- Strong problem-solving, stakeholder management, and relationship-building capabilities.
- Ability to analyse data, compile reports, and provide meaningful insights.
- High level of administrative accuracy, record-keeping, time management, and prioritisation skills.
- managing multiple customer communication channels in a fast-paced environment.
Responsibilities
- Senwes is looking for a Customer Experience Consultant to serve as the central point of contact for all customer interactions, feedback, complaints, and service-related enquiries across the organisation.
- The role ensures a seamless customer experience by managing communication channels, coordinating issue resolution, maintaining customer records, and providing actionable insights to improve service delivery.
- Key Duties and Responsibilities Manage customer enquiries, complaints, and service requests across all communication channels, ensuring professional, timely, and customer-focused support in line with service standards.
- Investigate, resolve, and monitor customer complaints, escalating where necessary and identifying recurring issues to drive continuous service improvement.
- Gather and analyse customer feedback, maintain strong stakeholder relationships, and use insights to enhance customer satisfaction and service delivery.
- Maintain accurate customer records, prepare service reports, and provide actionable insights to support informed decision-making and improve the customer experience.
