458 Customer Satisfaction jobs in South Africa

• 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.

Job Title: Customer Experience Agent

Reports To: Director of Customer Service

Location: Remote

Employment Type: Independent Contractor

About The Job

The ideal candidate must love talking to people as you will be the first point of contact for incoming customer calls. This role requires a strong understanding of daily operations to make informed decisions on voiding payments, prorating rent, and other pricing-related matters. You’ll also help guide customers to their units using facility maps and other digital resources. Effective problem-solving, resourcefulness, and clear communication are key to success in this role.

Responsibilities

• Answer phone calls for customers calling our self storage facilities.
• Answer questions about rental rates, how it works to move in (move in process varies based on location), how to process a payment, create a rental and more.
• Demonstrate competency and ability to learn how to use our software Cubby.
• Understand the company's daily operations enough to make appropriate pricing decisions regarding voiding payments, prorating rent, and more.
• Effectively direct customers to their units within our storage facilities by utilizing our resources, like the Site Map.
• Utilize our resources (Cubby, Google Documents and Spreadsheets, and more) to problem solve and answer common questions.
• Handle emails, sms, and chat and provide correct information.
• Effectively retain customers when they try to move out.
  
  

• 2+ years of experience in customer service
• Strong written English communication and interpersonal skills
• Experience with customer support platforms
• Comfortable following scripts while personalizing responses based on customer tone and issue
• Ability to manage time effectively and work independently in a remote setup
  
  

• Familiarity with working remotely and using digital collaboration tools
• Experience working with high-volume inbound sales calls
  
  

• $850 USD per month
• Quarterly incentives
  
  

• Quiet and professional home office
• Fast, reliable computer and second monitor
• Internet speed faster than 50 mbps.
  
  

Are you passionate about developing talent and delivering customer service excellence? We’re seeking a Trainer & Quality Coach to support high-performance teams.

Your Mission

You'll be responsible for training new hires, coaching agents, and evaluating customer interactions to ensure consistent quality and outstanding service delivery.

What You’ll Do

• Deliver engaging i nduction, product, and systems training
• Evaluate live/recorded calls to identify improvement areas
• Provide impactful 1:1 coaching sessions
• Support OJT and floor-walking for new hires
• Maintain accurate training and coaching records
• Participate in calibration sessions and feedback loops

Minimum Requirements

• Matric (or NQF equivalent)
• At least 1 year of experience in a contact centre
• Strong planning, attention to detail, and customer orientation
• Flexible to work Canadian business hours

• 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 se
• 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
  
  

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

• 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.

The purpose of this job is to effectively ensure exceptional customer service and experience across all the touchpoints of the Brights customer’s journey. The Customer Experience Administrator will offer support to customers who have questions, concerns, problems or who want purchase any of our products and services. The incumbent must be highly organised service driven Brights brand custodian who always passionate about making our customer experience positive and meaningful. To be successful is this role, you must be good a conversational communicator, an active listener who is able to identify the needs of customers and resolve problems.

KEY RESPONSIBILITIES:

• Ensure that customers are always satisfied via Omni – Channel system, telephonic assistance.
• Ensure customer enquiries, compliments & complaints are professionally and efficiently dealt with timeously.
• Ensure efficient compliments of all customer service and eCommerce related administration duties.
• Assist with request quotes, sales, retentions.
• Accurately update & maintain customer profiles & preference on PUTTY (As well as any other internal systems)
• Assist with the recording of information for monthly performance reporting purposes.
• Liaise with cross – functional teams for support related to any customer experience journey matters that need resolution.
• Contribute to achievement of customer excellence targets.
• Assist with handling eCommerce and Omni – Channel related customer enquiries.
• Strive to become a Brights brand & product expert.
• Provide frequent feedback on innovative and creative ways to exceed performance targets, drive revenue & improve the retail customer experience.
• Contribute to efficiency of completing departmental tasks timeously & accurately.
• Provide administrative support to your team manager & departmental team.

REQUIREMENTS:

• Matric or x3 Completed Intercept courses equating to total of 120 credits
• Brights Induction (service excellence)
• 1-year minimum experience in a similar role (social media – Omnichannel Experience highly preferred)
• Ability to handle pressure
• Problem solving skills
• Ability to communicate effectively (verbal & written) at all levels, proficient in English (Great speaking voice)
• Planning, time management & organizing skills
• Excellent professional work standards, including grammar and oral proficiency
• Computer & Typing (minimum of 35 wpm) skills
• Decision making skills
• Willing to take on responsibility
• Attention to detail and high level of accuracy
• Professional and neat
• Available to work retail hours

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.

Overview :

Oversees CE Team Leads and Managers to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 1000 frontline FTEs

• Takes and distributes minutes of department meetings.
• Coaching and Development - Supports CE Team Leads and Managers through regular and consistent coaching. Reinforces team strengths and creates customized action plans to develop areas of opportunities within team members. Properly documents development and progress.
• Collaboration - Encourages collaboration amongst other departments to contribute to company’s and business strategies. Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management.
• Operational Review - Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces strengths to progress within account. Provides recommendations for possible solutions, and drives process innovation.
• Verint - Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW. Ensures team members are utilizing the tool as well as trained to take advantage of all functionalities.
• Client Relations - Manages client communication and is the point of contact to align Quality Assurance, business strategies, and contributes as partners to develop process improvement between TELUS International & the client.
• HC Forecasting and Right-sizing - Works with Operations and Workforce in determining FTE forecasts and maintains support-to-agent ratios based on set agreements or SOW. Handles headcount requisition and ensure promotions and movements are completed.
• Team Management - Designs improvements for departmental structures geared at providing career opportunities and growth for CE staff. Keeps abreast on departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Required skills + qualities (technical):

• Proficiency with MS Office applications (i.e. MS Word, Excel, etc.)
• Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, Project Management skills and MS officework

Required skills + qualities (non-technical):

• Bachelor’s degree (Preferable Math, Stat, MIS)
• At least 6 years working experience in a call center, at least 5 years within the quality space and 3 years as a manager with impeccable performance.
• Coaching experience is compulsory
• Strong Analytical skills. Good problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Good multi-tasking skills. Excellent supervisory and management skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

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

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Are you a customer-centric leader passionate about driving exceptional experiences? My client is seeking a CX Head (Customer Experience Head) to join their global commercial Bank as they embark on their journey into the vibrant Namibian market! This is an excellent opportunity for Namibian nationals to make a significant impact.

Reporting directly to the COO, you will be responsible for shaping and executing the customer experience strategy, ensuring seamless interactions across all touchpoints. Your role will encompass fostering a service culture, driving service excellence, and acting as the voice of the customer in all decision-making processes.

1. Define and communicate the service framework to ensure alignment and understanding across all business units.
2. Develop comprehensive customer journeys and micro-journeys catalogue, along with CX frameworks and SOPs.
3. Drive Voice of Customer (VOC), NPS, CSAT, CRM, and complaints management solutions.
4. Cultivate a customer-centric culture by defining CX KPIs, engaging frontline and back-office staff, and providing training and coaching.
5. Act as a brand ambassador and customer advocate, owning customer journeys, identifying pain points, and driving systematic problem-solving.
6. Drive cross-functional engagement, stakeholder mapping, and accountability for CX initiatives across the organization.

1. Bachelor’s degree in Marketing, Business, Product Development, or similar field.
2. Any CX certification would be advantageous.
3. Minimum of 8 years of experience in client engagement or client services, with at least 5 years at a managerial level.
4. Demonstrated leadership skills, ability to set vision and strategy, and drive implementation.
5. Proficiency in public speaking and engagement, both internally and externally.
6. Strong multitasking and project delivery skills, with experience in stakeholder engagement and executive influence.

If you meet the above requirements, please send your resume DIRECTLY to:

If there is no reply within two weeks, please assume that your application for the vacancy was unsuccessful. Your profile will be kept on our database for any other suitable roles/positions.

GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY
Performs moderate level supervisory work coordinating the operations of a call-service team.Regular supervision is exercised over 20 – 24 subordinate personnel.

JOB RESPONSIBILITIES
• Provides regular supervision and mentorship over subordinate staff
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
• Facilitates daily agent coaching and development sessions in both written and verbal format
• Participates in client related activities to include client calibration sessions and project planning
• Identify and address agent training needs
• Manage team’s time entry to ensure 0% discrepancy rate
• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
• Manage financial implications of attrition and attendance by maintaining program-specific goals
• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
• Completion of weekly Team Manager Scorecard for review with Operations Manager

OTHER RELATED DUTIES
• Diffuse irate customer calls as applicable
• Provide agent support via handling escalated calls, as needed
• Maintain up-to-date employee files and documentation
• Ensure high level customer service is being practiced by all subordinate staff