543 Customer Experience jobs in South Africa

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

KEY RESULT AREAS

Strategy & Leadership

• Develop and execute OM Bank’sCustomer Experience Strategyaligned to business goals and regulatory requirements.
• Build, lead, and inspire a high-performing CX team with capabilities in service design, customer insights, complaints management, and service excellence.
• Champion acustomer-first cultureacross all departments, ensuring that CX is embedded in decision-making.

Customer Journey Design & Optimisation

• Map and continuously refineend-to-end customer journeysfor retail, SME, and digital banking segments.
• Collaborate with Product, Marketing, Operations, and Technology to ensurefrictionless, omni-channel experiences(mobile, web, contact centre, in-branch).
• Applyservice design thinkingandhuman-centred design principlesto create intuitive and delightful interactions.

Voice of the Customer (VoC) & Insights

• Establish and managecustomer feedback mechanisms, including surveys, focus groups, and social listening tools.
• MonitorNet Promoter Score (NPS),Customer Satisfaction (CSAT),Customer Effort Score (CES)and other KPIs.
• Use insights to drive service improvements and prioritise initiatives with the highest customer impact.

Service Operations & Quality

• Overseecontact centre operationsand digital support channels to ensure responsive, empathetic, and effective customer assistance.
• Setservice level agreements (SLAs)and quality standards, ensuring compliance withBanking OmbudsmanandFAIS/FSCArequirements.
• Implement acomplaints management frameworkthat resolves issues quickly and fairly.

Digital & Innovation Enablement

• Partner with the Technology team to ensure digital channels areintuitive, accessible, and secure.
• Identify opportunities forautomation, AI-driven personalisation, and self-service to improve efficiency and customer satisfaction.
• Keep abreast ofbanking CX trendslocally and globally, implementing relevant innovations.

Governance & Compliance

• Ensure all CX processes comply withSouth African banking regulations, includingPOPIAandTreating Customers Fairly (TCF)principles.
• Provide regular CX reports to Exco, Board Committees, and regulators as required.

ROLE REQUIREMENTS

• Bachelor’s degree in Business, Marketing, Customer Experience, or related field (Master’s advantageous).
• 8+ years’ experience in customer experience management, ideally inbanking, fintech, or digital-first environments.
• Proven track record indesigning and implementing customer journeysacross multiple channels.
• Experience in managingcontact centre operationsand digital service platforms.
• Knowledge ofcustomer analytics tools, CRM systems, and CX metrics.
• Understanding ofSouth African banking regulationsand customer protection frameworks.

Skills and Competencies:

• Strong strategic thinking andcommercial acumen.
• Excellent leadership, coaching, and people management skills.
• Data-driven with strong analytical and problem-solving skills.
• Outstanding communication, negotiation, and stakeholder engagement skills.
• Passion forinnovation, service excellence, and customer advocacy.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!

Join to apply for the Customer Experience Specialist role at Clipboard Health .

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).

We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.

We are looking for your help to keep growing so we can serve more professionals and workplaces.

• Fluent, professional-level English (spoken and written)
• 4+ years of experience in customer support via chat or voice
• 4+ years using CRMs like Zendesk or Salesforce
• 4+ years using Google Workspace (Docs, Sheets, Gmail, etc.) in a work setting
• An ability to thrive in fast-paced, cross-functional environments
• A proactive problem-solver who takes initiative without waiting for direction
• Strong attention to detail and sound judgment, especially under pressure
• A collaborative attitude that contributes to team success

• Deliver fast, accurate, and empathetic support to healthcare professionals across chat, voice, and email, resolving shift, payment, and platform-related issues in real time
• Navigate tools like Zendesk and Salesforce to investigate cases, update form fields, log clear internal notes, and maintain accurate documentation
• Apply sound judgment and critical thinking to troubleshoot issues, follow or adapt workflows, and escalate only when necessary
• Personalize communication using macros, proofread carefully, address workers by name, and maintain a confident, helpful tone
• Monitor trends and flag recurring issues or process gaps to improve worker experience and internal operations
• Support onboarding by guiding new workers through platform workflows and helping them gain confidence quickly
• Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction

• Associate

• Full-time

• Customer Service

• Hospitals and Health Care

The Customer Experience Analyst conducts transaction monitoring of frontline agents' calls, emails, or chats and performs root-cause analysis to help Contact Center Operations drive quality assurance and excellent customer experience, maintaining client confidence and loyalty. Helps the Customer Experience Team Lead with business presentations, mentoring, CSR and CE onboarding activities.

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook).
• Transaction Monitoring: Monitor and audit transactions performed by CSRs against internal and external quality assurance requirements to deliver exceptional customer experience, ensuring that monitoring goals are met and findings drive business improvements.
• Reporting: Create and update Customer Experience reports (Daily Internal Errors, Scorecard Upload, MIS, Verint 11) and maintain files for accurate analysis and process improvement.
• Targeted analysis: Review, analyze, and interpret data affecting Customer Experience metrics; highlight areas for improvement and provide recommendations to drive account performance.
• Flagging behaviours: Investigate customer complaints and non-compliance to standards; recommend corrective actions; issue Incident Reports to Team Leaders; perform deep-dives as necessary.
• Calibrations and Call Listening: Prepare calibration material, facilitate discussions, ensure deadlines; build a call library for learning and coaching; align with business and customer experience data.
• New hire / Nesting support: Conduct audits and onboarding activities (orientation, mock calls, demo calls) to ensure new hires understand TELUS Digital customer experience standards and client requirements.
• Presentations and meetings: Present CE performance summaries, findings, and recommendations to internal and external customers; engage in program discussions for quality improvement.
• Mentoring: Assist Team Lead in onboarding and mentoring CE Analysts; serve as a point of contact in the Team Lead's absence.
• Others: Perform tasks assigned by the immediate supervisor to accomplish quality objectives.

Technical skills :

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook).

Non-technical skills :

• Internal candidates: at least 1 year of experience in Quality with impeccable performance.
• External candidates: at least 3 years working experience in a call center and at least 2 years within the quality role with impeccable performance.
• Analytical, problem-solving and decision-making skills; excellent oral and written communication; adaptive to changing work schedules; active listening; operates with minimal supervision; multi-tasking.

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities; language: English. EEO: We are an equal opportunity employer; qualifications, merit, and performance determine hiring and promotion without regard to diversity characteristics.

• Senioriy level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

Language Reference: English

Cape Town, South Africa | Posted on 21/08/2025

We’re hiring! We’re looking for a smart, innovative Customer Experience Agent to join our team and help us ensure that our customers have a consistently excellent and delightful experience whenever they engage with us. Join us and be part of a fast-growing business that is disrupting the e-commerce delivery landscape in South Africa.

You will be part of the Customer Experience team who is the first line of communication in and out of the company.

Your role as a customer experience agent at Pargo is to add support to the Customer Experience team, assist with client queries coming in from various communication channels, and support the operation’s team to follow up on our partners or customer parcels.

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
  

Someone who is aligned to our values and approach, and is a detail-oriented, energetic execution machine with the following requirements:

• National Senior Certificate (Gr 12) or equivalent
• Ability to stay calm when customers are stressed or upset
• Comfortable using computers, and CRM software, and other office tools like Google Sheets
• Experience working with a customer support environment

Our vision is to create access for anybody in Africa. Our approach to achieving this is to:

• Take action
• Execute exceptionally
• Be transparent
• Prioritise our customers and lastly and most importantly
• Dream BIG
  
  

• Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
  
• Insight into the runnings of a high growth, innovative start-up
  
• Competitive remuneration
  
• Encouragement of own initiatives
  
• Space for self-growth
  
• Fun activities with a cool team that regularly get together to do things like action cricket, paddle and runs
  

At Pargo, you’ll join a team of bold innovators reshaping logistics. We empower relentless problem-solvers to own their work, tackle tough challenges, and build a career with impact. You’ll thrive in a fast-paced, high-performance culture that rewards initiative, collaboration, and results. With a competitive base salary (no commission) and benefits, plus unmatched purpose and momentum, Pargo is where you’ll shape the future of last-mile delivery, and your own path to leadership.

Ready to take charge and make a difference? Join Pargo and become the relentless trailblazer our clients and team need.

Annually Cost To Company (Market related)

Customer Experience Executive - Automotive Industry Create Magical Customer Moments in South Africa's Most Innovative Automotive Environment Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments where every interaction matters? Join our client's revolutionary automotive group that's transforming how South Africans buy and sell vehicles through cutting-edge digital innovation.

This is your chance to be the face of exceptional customer service in a digitally advanced automotive environment. You'll ensure every customer interaction exceeds expectations while supporting seamless operations across our client's innovative platforms.
What You'll Be Doing Delivery Excellence

• Coordinate weekly delivery logistics and manage comprehensive delivery boards
• Monitor and respond to customer communications across digital platforms
• Conduct thorough vehicle quality inspections to maintain premium standards
• Ensure no defective vehicles reach customers - maintaining the highest quality standards
• Coordinate driver logistics for customer pickups and deliveries
• Prepare vehicles for handover with meticulous attention to detail

• Provide warm, professional meet-and-greet services for all customers
• Coordinate hospitality services to ensure customer comfort during visits
• Manage trade-in vehicle evaluations and VIN verification processes
• Complete comprehensive FICA and insurance administration
• Conduct detailed test drives demonstrating vehicle features and confirming mechanical integrity
• Execute thorough Customer Protection Act (CPA) compliance procedures
• Handle all delivery documentation with precision and professionalism
• Provide branded gifts and ensure customers receive all promised items

• Conduct 24-hour follow-up calls to ensure customer satisfaction
• Manage the comprehensive 21-day customer care process
• Handle comeback management with solution-focused approaches
• Coordinate rental vehicles when required (with management approval)
• Oversee license and registration processes to completion
• Ensure all promised deliverables reach customers (number plates, documentation, refunds)

• Maintain showroom presentation to premium standards
• Coordinate vehicle displays with perfect pricing alignment and branding
• Manage car cleaning standards and quality control
• Oversee security protocols for building and facility lock-up
• Administer fuel management systems and driver coordination
• Conduct weekly vehicle inspection quality checks

• Perform accurate vehicle assessments using industry-standard tools
• Determine vehicle retention value through comprehensive inspections
• Utilize pricing platforms to ensure competitive market positioning

• Grade 12 qualification (non-negotiable)
• Customer service certification or diploma
• Minimum 2 years customer-facing experience
• Leadership capabilities and team collaboration skills

• Advanced Microsoft Office Suite (Word, Excel, PowerPoint)
• Automotive platform experience advantageous
• CRM system familiarity preferred

• Superior customer engagement - you genuinely care about creating exceptional experiences
• Pressure management - maintain excellence even during busy periods
• Transparency and integrity - honest communication builds lasting relationships
• Administrative excellence - meticulous attention to detail in all processes
• Process-driven mindset - you thrive with structured procedures and protocols
• Deadline focused - able to prioritize workloads and meet critical timelines
• Instruction execution - reliable follow-through on all directives
• Team collaboration - supportive team player who elevates others

• 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.

We are looking for a Customer Experience Consultant with a large, fast-selling branded dealership in Johannesburg.

Key Areas of Responsibility:

• Delivery Logistics – Registration, key control, delivery planning.
• Customer Handover – Delivery of vehicles.
• Aftersales – Follow up and customer service.
• Facilities and Showroom Coordination of vehicle dealership.
• Evaluations of vehicles for reconditioning purposes.

Requirements:

• Minimum of 2 years’ experience as Customer experience consultant.
• Must have experience in the motor industry and with a dealership.
• Must be able to work under pressure.
• Excellent customer relationship skills and communication skills.

Submit your CV to: 

CUSTOMER EXPERIENCE EXECUTIVE R18000 - R2000 / Johannesburg North
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, monitor customer care, Inspect vehicles that are planned to be delivered, Arrange the drivers for pickups from customer destination to dealer, prepare the cars for delivery/collection and ensure car ready for delivery. Customer Handover, Aftersales, Showroom and facilities coordination as well as evaluations.