512 Customer Satisfaction jobs in South Africa

Customer Experience Manager job vacancy in Paarl.

Our client in the Boland is looking for an experienced and detail-oriented Customer Experience Manager to oversee end-to-end order management, customer service, packaging innovation, and team coordination across various departments and seasonal projects.

This role is crucial in ensuring seamless customer journeys, efficient internal processes, and high-quality execution across all operational touchpoints.

Minimum Requirements:

• Minimum 5 years of experience in operations, logistics, or customer service management
• Demonstrated excellence in customer-facing communication, both written and verbal.
• Fluent in Afrikaans & English
• Previous experience in e-commerce or retail field a plus
• Thorough understanding of luxury brands within the retail space
• Strong people skills and problem-solving skills
• Leadership and management capabilities
• Experience working cross-functionally with warehousing, fulfilment, marketing and customer service teams
• Ability to manage multiple projects and priorities in a fast-paced environment
• Available over certain weekends and public holidays

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Customer Experience Manager job vacancy in Cape Town.

The Customer Experience Manager will be responsible for ensuring exceptional customer satisfaction and loyalty by designing, implementing, and improving customer experience strategies.

This role focuses on creating seamless and impactful experiences across all customer touchpoints, leveraging data, technology, and a customer-centric mindset to innovate and improve customer interactions which involves analyzing customer feedback, leading cross-functional initiatives, and ensuring alignment with the company’s values and objectives within the Inbound Contact Centre, Outbound Contact Centre, Whatsapp Channel, Operations Technical Support Team, Third Party Support Team and our Trusted Centre.

Key Responsibilities:

Customer Journey Optimization:

• Develop and refine customer journey maps to identify gaps and evaluate the end-to-end customer journey to identify pain points and areas for improvement.
• Develop and implement initiatives to enhance customer experiences across all touchpoints including technology.
• Ensure consistency and excellence across all touchpoints, from onboarding to post-support.
• Ensure customer touch points are always online, are easy to use and service the end customer efficiently.

Data-Driven Insights:

• Collect, analyze, and interpret customer feedback and operational data to inform decision-making.
• Create detailed reports and dashboards to track customer satisfaction, Net Promoter Score (NPS), and other key metrics.
• Use data to drive strategies for enhancing customer experience metrics (e.g. CSAT, CES, NPS).
• Ensure weekly analytics are reported to the Executive Team and key issues highlighted

CX Strategy Development:

• Create and execute CX strategies that align with business objectives and customer needs.
• Monitor CX initiatives to ensure measurable impact and return on investment.

Cross-Functional Collaboration:

• Partner with product, marketing, sales, and support teams to implement CX improvements.
• Act as a liaison between third parties and customers and internal teams to address pain points and align priorities.
• Ensure that the CX teams are up to speed on all new products, innovation, changes or issues the business is experiencing so that customers can we serviced optimally.

Technology and Process Optimization:

• Identify and implement CX technologies (e.g. CRM, Customer feedback, tools) to streamline customer interactions.
• Work with the Operations Team strategic heads to develop and implement an AI strategy for the Operations Team and the broader company when applicable.
• Continuously evaluate and improve processes to ensure efficiency and customer satisfaction.

Team Collaboration and Leadership:

• Work closely with product, sales, marketing, and support teams to align strategies and resolve customer issues effectively.
• Train and mentor teams on delivering exceptional customer experiences.

Customer Advocacy

• Champion the voice of the customer within the company in internal meetings and strategy sessions.
• Develop programs to foster customer loyalty, including feedback loops and recognition initiatives.

Process Improvement:

• Design and implement streamlined processes for customer interactions, ensuring consistency and efficiency.
• Lead cross-functional projects to improve systems, tools, and communication channels.
• Ensure that cutting-edge and revolutionary technologies are properly assessed and considered for deployment into the Operations Team.

Minimum Requirements:

In order to be considered for this position, the following requirements must be met:

• Bachelor’s degree in business, marketing, or a related field (or equivalent experience).
• Proven experience (5+ years) in customer experience, customer success, or a similar role.
• Expertise in CX tools and platforms, including CX or CRM systems and customer feedback tools (e.g., CRM platforms, survey tools, and analytics software).
• Strong analytical skills with the ability to interpret data and deliver actionable insights.
• Excellent communication, interpersonal, and leadership skills.
• Ability to manage multiple projects simultaneously and meet deadlines.

Preferred Skills:

• Experience with CX methodologies such as Design Thinking, Human-Centrered Design and Voice of the Customer Programs.
• Customer satisfaction and experience scores (CSAT, CES, NPS).
• Improvements in customer retention and lifetime value (CLV).
• Successful execution of CX initiatives within set timelines and budgets.
• Reduction in churn rates and increased customer loyalty metrics
• Knowledge of industry trends and best practices in CX management.
• Knowledge and experience with support channel bots and Artificial Intelligence.

Behavioural Competencies:

• Decisiveness and ownership: Independently making decisions and sticking to them; having the courage to make firm decisions.
• Devotion to quality: Demanding a high quality of provided products and services and acting accordingly.
• Directing and accountability: Directing others, taking effective charge of the allocated teams.
• Communication: Effective communicator with stakeholders at all levels.
• Technical Understanding: Strong grasp of technical systems and financial transactions.
• Problem Solving: Analytical approach to problem-solving.
• Leadership and Teamwork: Lead and collaborate effectively.
• Client Management: Build strong client relationships where applicable.
• Business Operations: Deep understanding of business processes.
• Optimization and bias to action: Find efficiencies through process optimization and ensuring these are implemented timely.

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Why Clipboard Health Exists:

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. To learn more about us, take a look at our website here.

Overview

Remote | South Africa, South America & The Caribbean

Estimated annual compensation: $10,800–$24,000 USD. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, relevant education, qualifications, certifications, experience, and geographic location.

We’re not just supporting customers, we’re powering a movement of over 60,000 healthcare professionals on our platform. Our Worker Operations team owns every part of the worker journey, ensuring our marketplace is reliable, high-performing, and built on trust. At Clipboard, “entry-level” means starting on the front lines but operating with urgency, ownership, and a future leadership mindset. We’re seeking experienced customer support professionals eager to solve complex problems, build operational expertise, and grow into leadership roles. Many of our current leaders started right here, if you’re driven, sharp, and eager to grow from the ground up, we want you.

Important Note: We operate 24/7. Each shift consists of 5 days within a 7-day cycle (Sunday to Saturday), with both Saturday AND Sunday availability required to support peak times. Shifts are assigned based on business needs.

Must haves

• 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

Your Responsibilities

• 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 high standards in every interaction

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB RAM
• Quiet working environment
• Steady power and internet connection

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Cape Town, South Africa | Posted on 04/06/2025

We’re hiring! We are looking for a smart, customer-centric and performance-driven Pargo Point Experience Agent to join our team and build technology to help us change the way people send and receive parcels. Join us and be part of a fast-growing business that is 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 of the in-store process for all Pargo’s counter product services.

As a PUP Experience Agent, you will engage with Pargo points to provide support, action solutions, and unblock inhibitors for Pargo’s counter collection, return and send solutions. You will be accountable for ensuring your network of stores creates a positive experience

for Pargo customers.

The Role

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 operations team to follow up on our partners or customer parcels.

Your responsibilities:

• Enhance Pargo’s counter services by conducting daily performance calls at the parcel point level.
  
• Technically troubleshoot the in-store app, device, and escalate deviations to the necessary stakeholders.
  
• Conduct detailed training on Pargo counter product services to uphold a high level of store process compliance
  
• Generate field intelligence to assist with performance diagnostics, the enhancement of the Pargo Point experience, and for the building of new product services.
  
• Champion Pargo’s omnichannel solutions
  

Requirements

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

• National Senior Certificate or equivalent
  
• 1-2 years in a sales/customer service/field operations role
  
• Strong computer literacy and experience working with office suites (G-suite would be an advantage) and master spreadsheets.
  
• Ability to work under pressure and meet internal targets
  
• Strong verbal and written communication skills
  
• Demonstrate prowess on the phone and generating buy-in
  
• Effectively using analytics dashboards to be proactive
  
• Bilingual: English and local language
  
• Is self-motivated and excited by the possibilities of technology
  
• Has a systematic approach with an analytical mindset
  
• Based in Cape Town and can be in our office in Gardens, 2 days a week
  

Our Approach

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
  
  

We have a great young team of hard-working colleagues who enjoy the following benefits:

• 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, pub quizzes and runs

About Pargo

Pargo is a smart logistics company based in Cape Town that makes last-mile distribution more accessible, affordable and convenient through our network of tech-enabled pickup points. Founded in 2015, Pargo now boasts one of the country’s largest networks with more than 4,000 pickup points nationally. We empower consumers, companies and couriers to send and receive parcels across Southern Africa ー and we are on a mission to create access for anybody in Africa. This mission guides us as we continue to strive to be a key enabler of ecommerce on the continent.

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We're Hiring: Customer Experience (CX) Manager

Are you a passionate leader with experience in Customer Experience, Training, and Quality Management? Join our dynamic team and help us deliver exceptional customer service!

As a CX Manager, you’ll be at the heart of understanding our customers' needs and enhancing their experience. Your role will involve delivering training programs, managing quality control systems, and implementing best practices to ensure the highest standards of service.

Key Responsibilities:

• Ensure the delivery of all operational training requirements and statutory training.
• Develop and execute training schedules, ensuring compliance with business needs.
• Drive the achievement of quality goals through root cause analysis and corrective actions.
• Collaborate with internal teams and external stakeholders to optimize customer experience.
• Lead the team to meet customer satisfaction, NPS, and other performance metrics.
• Develop and implement quality management frameworks aligned with industry best practices.

What We're Looking For:

• Minimum of 4 years of CX experience, with a solid background in Training and QA environments.
• Strong leadership skills, with a proven ability to coach and develop teams.
• Excellent communication, analytical, and problem-solving skills.
• Ability to manage projects, timelines, and deliver high-quality results.
• A passion for continuous improvement and customer-centricity.

Why Join Us?

• Competitive salary and benefits.
• Opportunities for personal and professional growth.
• A collaborative and innovative work culture.
• Ready to make an impact? Apply now!

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Training and Quality Assurance
• Industries Telephone Call Centers

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Get notified about new Customer Experience Manager jobs in Gauteng, South Africa .

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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Reference: 10385 NB Consultant: NineBroodryk Job Description:

• 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.

Qualifications:

• 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.

How to Apply:

• 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.

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A vacancy exists for a Customer Experience Manager within Kazang Micro Merchant Operations, in Century City, Cape Town . The Customer Experience Manager will be responsible for ensuring exceptional customer satisfaction and loyalty by designing, implementing and improving customer experience strategies. This role focuses on creating seamless and impactful experiences across all customer touchpoints, leveraging data, technology, and a customer-centric mindset to innovate and improve customer interactions which involves analyzing customer feedback, leading cross-functional initiatives, and ensuring alignment with the companys values and objectives within the Inbound Contact Centre, Outbound Contact Centre, Whatsapp Channel, Operations Technical Support Team, Third Party Support Team and our Trusted Centre. Key Responsibilities include, but are not limited to: Customer Journey Optimization Develop and refine customer journey maps to identify gaps and evaluate the end-to-end customer journey to identify pain points and areas for improvement. Develop and implement initiatives to enhance customer experiences across all touchpoints including technology. Ensure consistency and excellence across all touchpoints, from onboarding to post-support improving the overall customer experience (CX). Ensure customer touch points are always online, are easy to use and service the end customer efficiently. Data-Driven Insights Collect, analyze, and interpret customer feedback and operational data to inform decision-making. Create detailed reports and dashboards to track customer satisfaction, Net Promoter Score (NPS), and other key metrics. Use data to drive strategies for enhancing customer experience metrics (e.g. CSAT, CES, NPS). Ensure weekly analytics are reported to the Executive Team and key issues highlighted Customer Experience (CX) Strategy Development Create and execute CX strategies that align with business objectives and customer needs. Monitor CX initiatives to ensure measurable impact and return on investment. Cross-Functional Collaboration Partner with product, marketing, sales, and support teams to implement CX improvements. Act as a liaison between third parties and customers and internal teams to address pain points and align priorities. Ensure that the CX teams are up to speed on all new products, innovation, changes or issues the business is experiencing so that customers can we serviced optimally. Technology and Process Optimization Identify and implement CX technologies (e.g. CRM, Customer feedback, tools) to streamline customer interactions. Work with the Operations Team strategic heads to develop and implement an AI strategy for the Operations Team and the broader company when applicable. Continuously evaluate and improve processes to ensure efficiency and customer satisfaction. Team Collaboration and Leadership Work closely with product, sales, marketing, and support teams to align strategies and resolve customer issues effectively. Train and mentor teams on delivering exceptional customer experiences. Customer Advocacy Champion the voice of the customer within the company in internal meetings and strategy sessions. Develop programs to foster customer loyalty, including feedback loops and recognition initiatives. Process Improvement Design and implement streamlined processes for customer interactions, ensuring consistency and efficiency. Lead cross-functional projects to improve systems, tools, and communication channels. Ensure that cutting edge and revolutionary technologies are properly assessed and considered for deployment into the Operations Team. In order to be considered for this position, the following requirements must be met: Bachelors degree in business, marketing, or a related field (or equivalent experience). Proven experience (5 years) in customer experience, customer success, or a similar role. Expertise in CX tools and platforms, including CX or CRM systems and customer feedback tools (e.g., CRM platforms, survey tools, and analytics software). Strong analytical skills with the ability to interpret data and deliver actionable insights. Excellent communication, interpersonal and leadership skills. Ability to manage multiple projects simultaneously and meet deadlines. Preferred Skills: Experience with CX methodologies such as Design Thinking, Human-Centred Design and Voice of the Customer Programs. Customer satisfaction and experience scores (CSAT, CES, NPS). Improvements in customer retention and lifetime value (CLV). Successful execution of CX initiatives within set timelines and budgets. Reduction in churn rates and increased customer loyalty metrics. Knowledge of industry trends and best practices in CX management. Knowledge and experience with support channel bots and Artificial Intelligence. Behavioural Competencies: Decisiveness and ownership: Independently making decisions and sticking to them; having the courage to make firm decisions. Devotion to quality: Demanding a high quality of provided products and services and acting accordingly. Directing and accountability: Directing others, taking effective charge of the allocated teams. Communication: Effective communicator with stakeholders at all levels. Technical Understanding: Strong grasp of technical systems and financial transactions. Problem Solving: Analytical approach to problem-solving. Leadership and Teamwork: Lead and collaborate effectively. Client Management: Build strong client relationships where applicable. Business Operations: Deep understanding of business processes. Optimization and bias to action: Find efficiencies through process optimization and ensuring these are implemented timely.

Reference: 10385 NB Consultant: Nine Broodryk Job Description:

• 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.

Qualifications:

• 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.

How to Apply:

• 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.

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Applications are invited for the Customer Experience Agent position to be based in the South. PURPOSE OF THE ROLE:

The Customer Experience Agent will be the facilitator of the relationships between the business and the client, building an emotional connection with the brand and their customers, achieving customer centricity. Answering customer questions and addressing concerns. Problem solving and solutions. Data analysis, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.

Key Performance Areas would include, but are not limited to:

• Analyzing and reporting on monthly NPS, contacting detractors and building reports.
• Analyzing and reporting on Operational NPS, contacting detractors and building reports.
• Handling all cancellations, making contact with customers ensure proper process is followed.
• Up-selling of existing customers to our Herotel packages, analyzing customer needs and suggesting new packages.
• Execution of Special projects, Enigma ready, customer database clean-ups.
• Handling all customer queries directed at customer care.
• Incoming customers complaints (not linked to any other department).
• High level monitoring of tickets, send to relevant department HOD for immediate attention.
• Proactive retention on detracting customers.
• Handling all upgrades and downgrades.

The successful candidate must have the following experience/skills:

• At least a minimum of 6-months Customer Service experience.
• Ability to work in a team.
• Must be a team player.
• Proficient in both English and Afrikaans.
• Strong communications skills, ability to communicate clearly, both written and verbal.
• The ideal candidate will need to be adaptable, a fast learner, and resilient in nature.

Education Requirements:

• Grade 12 is required.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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