147 Customer Satisfaction jobs in Cape Town

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.

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

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!

Direct Reports : Customer Experience Team Lead, Customer Support Team Lead (Call Centre)

About Pargo

Pargo is at the forefront of the e-commerce innovation in South Africa, creating smarter, more convenient, and accessible delivery solutions for everyone. We are a high-growth, tech-driven company dedicated to solving the last-mile challenge. Our success is built on an extensive network of Pick-Up Points and an unwavering commitment to customer satisfaction. We're not just moving parcels; we're shaping the future of logistics.

The Role

As the Head of Customer Experience , you'll oversee all aspects of the consumer experience across Pargo services. You'll lead two key functions : Customer Experience and Customer Support, ensuring both teams work cohesively to deliver an outstanding end-to-end customer journey.

Key Responsibilities

Strategic Leadership & Vision

Define the CX North Star : Develop and execute a comprehensive customer experience strategy that aligns with Pargo's core business objectives and drives long-term customer loyalty.

Lead & Inspire : Mentor, guide, and empower the Customer Support and Customer Experience Team Leads, fostering a culture of high performance, accountability, and continuous improvement.

Drive a Unified Customer Agenda : Collaborate across departments (Operations, Tech, Sales, and Solutions) to champion a unified, customer-first mindset throughout the organization.

Innovate & Improve : Act as the primary driver for CX initiatives, using data, customer feedback, and industry best practices to innovate across all touchpoints.

Customer Experience Management :

Spearhead the development and implementation of bespoke managed service solutions (value added services) designed to enhance client satisfaction, secure existing revenue, and drive commercial growth.

Collaborate cross functionally to identify and implement initiatives to improve the customer experience of Pargo’s solutions

Manage and optimize the onboarding process for all new Pick-Up Points.

Oversee the provision of ongoing and refresher training to all Pick-Up Points, ensuring consistent service quality and operational understanding.

Ensure accurate representation and timely updates of Pick-Up Point locations on Pargo's maps and digital platforms.

Direct the management, provision, maintenance, and troubleshooting of devices used by Pick-Up Points for parcel scanning and management.

Lead the rollout and support of new operational initiatives or service enhancements at Pargo Points.

Monitor and analyze Customer Satisfaction (CSAT) data pertinent to the Pick-Up Point experience.

Monitor the overall manual scan rate across the Pick-Up Point network, identifying high-level trends or systemic issues impacting scanning efficiency.

Customer Support Management :

Strategize and oversee the Customer Support department, focusing on efficient resolution of incoming queries from customers using Pargo services.

Focus primarily on the consumer experience across all Pargo services to ensure a seamless and positive journey for the Pargo end-user.

Handle consumer inquiries, complaints, and feedback across various communication channels, including telephone, email, social media and chat.

Provide comprehensive information and assistance to consumers regarding services, order statuses, and general queries.

Escalate complex customer issues to the relevant internal departments for efficient resolution.

Drive a significant automation agenda within the call centre, including the implementation and optimization of chatbots, AI-driven self-service portals, intelligent routing, and knowledge bases to enhance efficiency and customer satisfaction.

Implement and maintain world-class call centre tools and technologies (CRM, ticketing systems, telephony systems) to streamline operations and improve agent effectiveness.

Develop and optimize service level agreements (SLAs) and key performance indicators (KPIs) for consumer support, ensuring high quality and timely resolutions.

Ensure customer feedback from the call centre is systematically captured, analyzed, and integrated into product and process improvements.

Contribute significantly to the growth and successful scaling of Pargo's peer-to-peer service, enhancing its value proposition for both social sellers and end-buyers utilizing our network.

Performance Measurement & Analysis :

Define, track, and report on key customer satisfaction metrics for consumers (e.g., CSAT, Rate my Service, and Resolution Time), alongside relevant metrics for Pickup Point satisfaction.

Identify and analyze trends in consumer and Pargo Point feedback and satisfaction scores to facilitate proactive issue resolution and drive strategic improvements.

Requirements

Qualifications & Experience

At least 5 years of relevant work experience

Strong cross-functional co-ordination and project management skills

Proven experience in a senior customer experience or customer service leadership role, preferably in logistics, e-commerce, or a related field.

Demonstrated ability to develop and execute customer experience strategies.

Strong leadership skills with experience managing and motivating diverse teams.

Excellent communication, interpersonal, and problem-solving skills.

Proficiency in data analysis and reporting, with a track record of using insights to drive improvements.

A strong understanding of operational processes and their impact on customer experience.

Familiarity with various customer support platforms and CRM systems.

Why Pargo?

Be part of a rapidly growing, innovative South African company making a real impact on the e-commerce landscape.

Lead a critical function that directly influences customer satisfaction and business growth.

Work with a passionate and supportive team dedicated to excellence.

Competitive market-related salary and benefits package.

Opportunity to shape and define the future of customer experience in a dynamic industry.

Requirements

Someone who is aligned to our values and approach, and is a detail oriented, energetic executional 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 customer support environment Our Approach Our vision is to create access for anybody in Africa. Our approach to achieving this is to : Take action Execute exceptionally Embrace change Be transparent Prioritise our customers and lastly and most importantly Dream BIG

Customer Experience Expert (US)

Support cyclists worldwide with insurance expertise and exceptional service
Stellenbosch | R20,000 R29,000 CTC + R2,000 night shift allowance | 5 pm 2 am (US hours)

About Our Client
Our client is a global leader in comprehensive bicycle insurance, protecting riders and their gear across Australia, New Zealand, the United Kingdom, and the United States. They are passionate about supporting cyclists of all levelsfrom casual commuters to Ironman triathletesby ensuring peace of mind through reliable insurance solutions. Based in Stellenbosch, the company combines a love of cycling with innovation, growth, and a customer-first approach.

The Role: Customer Experience Expert (US)
This role is ideal for a cycling enthusiast with strong customer service skills and technical bicycle knowledge. You will manage insurance claims, guide customers through their journey, and contribute to sales and retention goals. Operating during US business hours, youll play a key role in delivering world-class service while supporting the growth of the global business.

Key Responsibilities

• Manage the full claims process from lodgement to settlement, ensuring accuracy and compliance.

• Assess and validate claims, using training and tools to detect and prevent fraud.

• Engage with customers to understand needs, provide expert guidance, and follow up on quotes.

• Support retention by addressing concerns and reviewing existing policies.

• Handle inbound customer inquiries (calls, emails, LiveChat) with empathy and professionalism.

• Collaborate with team members to meet sales, service, and claims targets.

• Maintain accurate electronic files and ensure all tasks are completed within service standards.

• Provide information to assist the Third-Party Recovery team and stay up to date on industry trends.

About You

• 2 to 3 years experience in customer service or claims handling with proven performance.

• Matric required; a degree is advantageous.

• Technical knowledge of bicycles (components, brands, repair assessment).

• Familiarity with insurance products (training provided if needed).

• Strong communication, interpersonal, and problem-solving skills.

• Ambitious, growth-oriented, and collaborative team player.

• Own transport required; Stellenbosch-based or nearby preferred.

Perks and Benefits

• 21 days annual leave plus Birthday Leave.

• Disability income benefit.

• Staff discounts on salvaged bicycles.

• Training opportunities with clear career progression pathways.

Head of CX

Job Title: Head of Customer Experience

Location: Cape Town, Platterkloof, South Africa (Hybrid)

Function: Commercial

Role Purpose

The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories – airtime & data , prepaid electricity , vouchers , and bill payments . This role focuses on strategic relationship management with downstream channel partners (e.g., Tier 1 retailers, banks, and large corporate clients), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is retaining and expanding channel revenue through excellent customer experience .

Key Responsibilities

• Partner Experience - Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction.
• Customer onboarding & Support - Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints.
• Customer Satisfaction - Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
• Escalations & SLA management - Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues.
• Cross- Functional Enablement - Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities.
• Voice of Customer (VoC) program - Institutionalise customer feedback across the organisation to inform product and process improvements.
• Customer Experience Strategy – Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.
  
  

• Leads the development of strategic relationships with key clients and partners to drive long-term value.
• Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty.
• Maps upstream customer journeys and helps define service value propositions.
• Oversees service quality and ensures partner SLAs are met or exceeded.
• Defines metrics for tracking satisfaction, engagement, and resolution performance
• Acts as the strategic voice between customers and internal teams.
  
  

• 8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms.
• Proven success managing large channel partners or enterprise clients.
• Experience with NPS, CSAT, or CX tools (e.g., Qualtrics, Medallia).
• Strong understanding of South African retail and financial services
• Relevant degree (Business, CX, or Communications). Postgraduate preferred.
  
  

• Customer-obsessed, empathetic, and solution-oriented.
• Skilled communicator with executive presence.
• Able to influence across multiple teams without formal authority.
• Calm under pressure, with strong escalation handling instincts.
• Agile and data-driven; continuously seeks improvement.

They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands.

They thrive on making a difference in the lives of people and businesses. They bring passionate, fun-loving people together and give them the freedom and tools they need to look after their clients’ customers as if they were their own.

Every employee brings humanity and empathy to their work. For their clients, that makes a tangible and valuable difference to the brands and their businesses.

Their environment is a great place to grow.

They promote creative, agile thinkers who strive to enjoy every day at work. They don’t rest until they find a better, smarter, more human way.

JOB PURPOSE :

Engage with and resolve client issues via e-mail and Zendesk. As the first point of contact, you will be responsible for root cause analysis and resolution in a timely and effective manner.

ACCOUNTABILITIES & DELIVERABLES :

• Provide excellent customer experiences at all times.
• Communicate investment, personal finance, and stock trading concepts simply and accessibly.
• Meet or exceed daily volume targets.
• Monitor, facilitate, and improve operational processes, working with the back-office team to deliver exceptional service.
• Ensure client success and queue management by leveraging all resources for a best-in-class user experience.
• Verify and update customer information.
• Proactively offer solutions to customer issues or concerns.
• Maintain outstanding administrative skills including planning, organizing, and time management.
• Own the customer experience and ensure follow-through.
• Work with high accuracy and speed.
• Comprehend complex customer queries.
• Identify when to escalate customer queries and complaints promptly.
• Complete all training modules during onboarding and ongoing campaigns.
• Qualifications: Matric, clear criminal and credit record.
• High proficiency in English (verbal and written).
• Computer literacy for navigating multiple systems effectively.
• Effective problem-solving skills.
• Proven experience in delivering exceptional customer care.
• Results-oriented with a solution-driven mentality.
• Maintain a positive attitude and motivated mindset.
• Ensure quality interactions.
• Availability to work shifts in a 24/7 environment.

EXPERIENCE :

• Minimum 12 months of international call center experience (essential).
• Experience with phone, chat, and email support.
• Experience working with Zendesk (advantageous).
• Experience in international financial services campaigns (advantageous).