3,498 Customer Experience jobs in South Africa

Overview

Applications are invited for a Customer Experience Manager position in our Customer Services team based at Tygervallley. This person will report to the Customer Services Manager and be responsible for leading initiatives that improve the end-to-end customer journey, ensuring a seamless and customer-centric experience across all touchpoints. This includes ownership of the Voice of the Customer (VoC) program, managing customer and consumer complaints, queries, and requests, and driving effective communication strategies for both customers and internal stakeholders.

• Voice of the Customer (VoC) Program
  • Develop and own the VoC strategy and roadmap to ensure continuous, structured, and meaningful customer feedback collection.
  • Drive improvements in survey design, distribution, and response rates across all relevant channels.
  • Ensure that all inner-loop activities are closed with the customer.
  • Manage the outer loops by analysing VoC data to identify actionable insights and trends.
  • Work closely with analytics, product, and service teams to ensure insights are used to drive customer-centric improvement.
• Route to Consumer (RTC)
  • Drive customer onboarding on the Route to Consumer Program ensuring that the customer account is active and ready to trade.
  • Promote app usage and customer retention within the fragmented trade.
• Touch Point Strategy / Customer Journey
  • Support the development of the touch point strategy with sales and CSL teams.
  • Align the customer journey to VoC and RQC data to highlight pain points.
  • Coordinate the resolution of pain points in the customer journey.
• Customer Service
  • Customer and Consumer Complaint Management
    • Develop and oversee robust processes for handling complaints, ensuring timely and effective resolution.
    • Maintain comprehensive records of complaints, resolutions, and preventative actions.
    • Analyze complaint data to identify trends, root causes, and opportunities for improvement.
    • Collaborate with cross-functional teams to resolve systemic issues and enhance customer satisfaction.
  • TPM and Data Analysis & Reporting
    • Track key metrics such as response time, resolution rates, and customer satisfaction.
    • Launch and monitor TPM (Total Productive Maintenance) initiatives specifically aimed at improving Customer Experience KPIs.
• Customer Communication Strategy
  • Design, develop, and deliver clear, empathetic, and on-brand customer communications across channels (email, web, app notifications, etc.).
  • Work with product, marketing, and support teams to ensure proactive communication regarding changes, outages, updates, and new features.
  • Establish communication best practices and tone of voice guidelines to ensure consistency.
• Internal Stakeholder Communication
  • Build and maintain regular communication frameworks to share customer insights, feedback, and experience metrics with key internal stakeholders.
  • Partner with departments (e.g., Product, Operations, Sales, Support) to embed customer experience thinking into decision-making processes.
  • Create impactful presentations, dashboards, and reports to communicate VoC data and CX performance across the business.
  • Champion customer-centric culture by organizing internal awareness campaigns, workshops, and training sessions.
• Operations Management
  • Leadership and Team Management
    • Lead, mentor, and develop a high-performing customer care and consumer care team.
    • Foster a culture of continuous improvement and customer advocacy.
    • Ensure team alignment with service standards and customer experience goals.
  • Data Analysis and Reporting
    • Prepare regular reports and presentations on customer care performance, trends, and improvement opportunities.
    • Use insights to drive operational enhancements and inform strategic decisions.
Qualifications and Experience
• NQF level 7 (bachelor’s degree) in Sales, Marketing, Operations Management
• 7+ years of Proven experience as a Customer Experience Manager or similar role, with a track record of successfully managing customer complaints and quality assurance.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent problem-solving and critical-thinking abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in data analysis and reporting, with a strong understanding of customer satisfaction metrics.
• Experience with customer feedback management tools and CRM systems is a plus.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.

We are hiring! We are looking for a smart, customer-centric, and performance-driven Pargo Point Experience Agent to join our team and develop technology to change how people send and receive parcels. Join us and be part of a fast-growing business disrupting the e-commerce delivery landscape in South Africa.

The Opportunity

You will be part of a team of agents championing omnichannel solutions by ensuring best practices for all Pargo counter product services.

As a PUP Experience Agent, you will engage with Pargo points to support and unblock inhibitors for Pargo's counter collection, return, and send solutions. You will ensure your network of stores provides a positive experience for Pargo customers.

The Role

You will be part of the Customer Experience team, serving as the first line of communication in and out of the company.

Your role involves supporting the Customer Experience team by assisting with client queries across various channels and supporting the operations team in following up on parcels.

Your responsibilities :

• Enhance Pargo's counter services through daily performance calls at parcel points.
• Troubleshoot in-store app devices and escalate deviations.
• Conduct detailed training on Pargo counter services to ensure store process compliance.
• Generate field intelligence to improve performance and develop new services.
• Champion Pargo's omnichannel solutions.

Requirements

Aligned with our values, a detail-oriented, energetic executor with:

• National Senior Certificate or equivalent
• 1-2 years experience in sales, customer service, or field operations
• Strong computer literacy, experience with office suites (G-suite preferred), and managing spreadsheets
• Ability to work under pressure and meet targets
• Ability to interpret data dashboards for proactive engagement
• Excellent verbal and written communication skills
• Proficiency in phone communication and generating buy-in
• Use of analytics dashboards for proactive measures
• Bilingual in English and local language
• Self-motivated and excited about technology
• Systematic approach and analytical mindset
• Based in Cape Town and able to work in our Gardens office 2 days a week

Our Approach

Our vision is to create access for anyone in Africa. We achieve this by:

• Taking action
• Executing exceptionally
• Embracing change
• Being transparent
• Prioritizing our customers
• Dreaming BIG

Benefits

Our young, hardworking team enjoys:

• Valuable learning opportunities with experienced professionals
• Insights into a high-growth startup
• Competitive pay
• Encouragement of personal initiatives
• Opportunities for self-growth
• Fun activities like cricket, quizzes, and runs

About Pargo

Pargo, based in Cape Town, is a smart logistics company making last-mile distribution accessible, affordable, and convenient through a network of over 4000 tech-enabled pickup points across Southern Africa. Founded in 2015, we aim to enable e-commerce growth and create access for all in Africa.

Customer Experience Manager job vacancy in Paarl.

Have you successfully led a top-performing Customer Relations or Retentions team, with a history of streamlining processes and thriving in a fast-paced setting?

Our client in Paarl is seeking an experienced professional to head up and grow a motivated customer retentions team, driving accountability by ensuring timely payments, delivering exceptional service, and maintaining consistent results.

In this role, you’ll be actively involved in overseeing daily operations while fostering a supportive, performance-driven team environment.

Requirements:

• Matric
• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

Duties and Responsibilities:

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate, closely monitoring verified strike dates to ensure timely collections and accurate payment tracking
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement

Overview

Customer Experience Manager (CX / UX)

Introduction: We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office Woodstock Cape Town and will report to the Head of Omni Channel.

The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX) and user experience (UX), which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey and ensure seamless omnichannel interactions across retail, healthcare services and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy and customer service, the role helps design and deliver intuitive data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent user-friendly interfaces and personalized engagements across all service areas.

1. Omnichannel Strategy Development
   • Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.
   • Integrate digital and physical customer touchpoints including e-commerce, mobile app, in-store services and customer support.
   • Collaborate with stakeholders across teams (e.g. IT, Marketing, Operations) to align priorities and deliver unified experiences.
2. Customer Journey Mapping & Optimization
   • Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.
   • Lead initiatives to streamline transitions between channels ensuring a cohesive experience.
   • Use data and insights to personalize customer journeys and increase engagement.
3. UX / UI Design Collaboration
   • Work closely with UX / UI teams to ensure all digital interfaces provide an intuitive and engaging experience.
   • Conduct usability testing to validate design decisions and identify areas for improvement.
   • Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.
4. Commercial Strategy & Revenue Models
   • Collaborate with digital product teams to develop business cases for new initiatives ensuring alignment with strategic goals.
   • Design revenue models and pricing strategies for digital products and services focusing on maximizing profitability.
   • Identify opportunities to drive incremental revenue through digital channels including upselling, cross-selling and subscription models.
5. Performance Monitoring & Analytics
   • Define key performance indicators (KPIs) for omnichannel success such as NPS, CSAT, channel performance monitoring and conversion rates.
   • Analyse customer behaviour and feedback to measure the impact of initiatives and recommend enhancements.
   • Leverage analytics tools to monitor channel performance and ensure objectives are met.
6. Innovation & Technology Integration
   • Partner with IT and product teams to evaluate and implement new tools and technologies (e.g. CRM systems, AI chatbots and personalization platforms).
   • Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
7. Team Collaboration & Leadership
   • Work closely with the digital product and marketing teams to ensure consistency in messaging and branding.
   • Collaborate with in-store teams to ensure digital tools complement physical store interactions.
   • Provide leadership in customer experience projects and mentor team members where applicable.

Job Related Knowledge

• Understanding of customer journey mapping and Digital Product Lifecycle Management
• Knowledge of digital transformation
• Knowledge of E-Comm solutions in a Retail environment

Job Related Skills

• Technical Skills
• Digital Strategy
• Proficiency in data analytics tools (e.g. Google Analytics, Tableau or Power BI)
• Familiarity with UX / UI design tools (e.g. Figma, Sketch or Adobe XD)
• Strong digital technology skills across systems, software development and project management

Soft Skills

• Strong leadership and Stakeholder Management skills
• Analytical and data-driven decision-making
• Exceptional communication and presentation abilities
• Customer-centric mindset with a passion for innovation

Job Experience

• 5 years of experience in Digital Transformation, User Experience (UX) / UI design or Product Management roles, preferably in Retail or FMCG
• Proven track record of implementing successful Digital strategies and improving customer satisfaction
• Demonstrated expertise in creating business cases and financial models for Digital Products
• Hands-on experience with CRM, customer analytics tools and e-Commerce Platforms

Education

• Bachelors degree in Marketing, Information Management, Business, Digital Strategy, Finance or a related field

Essential Competencies

• Deciding and Initiating Action
• Leading and Supervising
• Persuading and Influencing
• Presenting and Communicating Information
• Applying Expertise and Technology
• Creating and Innovation
• Formulating Strategies and Concepts
• Planning and Organising
• Adapting and Responding to Change

Job Experience Notes

• CTC is p / a
• This role is fully onsite
• We prefer a female EE candidate for this role
• Should have Retail / FMCG industry experience
• Should have managed a team before
• It is important that the individual has CX experience and familiar with UX / UI Designs

Employment Details

• Employment Type: Full Time
• Experience: years
• Vacancy: 1

• Core Responsibilities
• Claims Management: Oversee the entire claims process from lodgement to settlement, ensuring claims align with policy guidelines and industry regulations. Assess and validate claims accurately, preventing and identifying fraudulent claims with the support of provided training and tools.
• Sales & Retention: Engage with customers to understand their insurance needs, provide expert guidance, and drive sales by following up on quotes. Proactively work on retention by addressing concerns and reviewing existing policies.
• Customer Support & Guidance: Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally, providing clear instructions and assistance.
• Communicate next steps clearly and resolve disputes or complaints promptly.
• Secondary Responsibilities
• Team Collaboration: Work with the team to achieve sales, claims and service targets and maintain exceptional customer satisfaction.
• Task Management: Ensure all communications and tasks are completed within service level agreements, and maintain accurate electronic customer files.
• Additional Support: Support the team as and when required. Identify recovery opportunities and provide information to assist the Third-Party Recovery team with successful recoveries. Stay updated on industry trends, competitor offerings, and regulatory changes to continuously improve service quality.

• Proven Experience: 2–3 years of experience in customer service or claims handling, with a proven track record of meeting or exceeding targets (references required).
• A school certificate is required; a 3-year degree is preferred for its emphasis on critical thinking and problem-solving.
• Bicycle Knowledge: Technical expertise in bicycles, including knowledge of components, brands, and repair assessment.
• Insurance Knowledge: Familiarity with insurance products (training provided for those with limited knowledge).
• Soft Skills: Excellent communication, interpersonal, and problem-solving skills.
• Ambition & Growth: A desire to learn and grow within the company, coupled with strong team collaboration abilities.
• Location & Transport: Own transport is required; candidates residing in Stellenbosch or nearby areas are preferred.

• Email your comprehensive CV to .
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

Overview

CUSTOMER EXPERIENCE EXECUTIVE R18000 - R2000 / Johannesburg North

Matric with at least 2 years of experience in a customer interfacing role.

• Matric with at least 2 years of experience in a customer interfacing role.
• MS Word: Word, Excel, PowerPoint. Prior industry-related platform experience will be advantageous.

• Delivery logistics – monitor the delivery board and customer care.
• Inspect vehicles that are planned to be delivered.
• Arrange drivers for pickups from customer destination to dealer.
• Prepare cars for delivery / collection and ensure car is ready for delivery.
• Customer handover, aftersales, showroom and facilities coordination, as well as evaluations.

Customer Experience Executive

Location: Montevideo, Uruguay

Contract: Permanent, Full-Time

Hours: Tuesday to Saturday - 8am - 6pm

Language requirements: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial.

Application Method - Please ensure that you apply with a CV written in English.

Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through innovative technology solutions. Founded in 2016, we’ve rapidly grown to serve over 400 business partners across 75+ countries, with a presence in 12 global offices.

Our dynamic, 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. At Protect Group, innovation is at our core — we continuously seek new ideas and technologies to stay ahead in today’s fast-changing market.

As a part of the Protect Group team, you will join a community that values collaboration and a shared purpose, fostering a strong sense of community. We believe in accountability and owning our responsibilities, ensuring that we deliver on promises and find solutions when challenges arise.

'Protect People' are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day. We are looking for someone who shares our passion for disrupting global industries across transportation, travel, hospitality, events, and financial services, driving continuous growth and success.

• 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.

• 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.
• Committed.
• Willingness to go above and beyond, seeing the opportunity as a career in a rapidly growing organisation, not just a job.

• Previous case handling experience.
• Fluency in languages in addition to English and Spanish

If you live and breathe what you do and recognise yourself as a Protect Person then submit your latest CV and let us know what you can bring to Protect!

Customer Experience Executive - Protect Group

Location: Cape Town, South Africa

Contract: Permanent, Full-Time

Hours: Sunday - Thursday 8am - 6pm

Language requirements: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial.

Application Method: Please ensure that you apply with a CV written in English.

Protect Group is a business founded by an ambitious entrepreneur James and a highly experienced and successful entrepreneur and investor David. After rapid growth over the past 24 months, resulting in new offices across 6 regions of the world, Protect Group are now expanding in Cape Town.

In terms of what we do, we provide Membership Programmes that operate a variety of benefits centred around the distribution of Event Protection and Refund Protection in the Event, Transport, Travel, Accommodation and Sports sectors worldwide.

‘Protect People’ are individuals bursting with talent, ambition, commitment and love; we at Protect are a family of friends with a shared dream. This is not a job, it’s a life and a very enjoyable one at that. You will love the people you work with, care about what you do and have the opportunity to play a key role in the business supporting our customers throughout the refund process. At Protect it’s the people that make the difference and this is everything.

Whether you’re an experienced case handler or just have a passion for excellent customer service, we are looking for a logical decision maker who is naturally empathetic. You will review each case on an individual basis and handle any issues that may arise, communicating with customers both on the phone and via email.

• 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.

• 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.
• Committed.
• Willingness to go above and beyond, seeing the opportunity as a career in a rapidly growing organisation, not just a job.

• Previous case handling experience.
• Fluency in languages in addition to English.

If you live and breathe what you do and recognise yourself as a Protect Person then submit your latest CV and let us know what you can bring to Protect!

• Matric
• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues.
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
• closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement