Customer Experience Expert (US)

Cape Town, Western Cape The Legends Agency

Posted 20 days ago

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Job Description

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.

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Head of customer experience

Cape Town, Western Cape Pargo

Posted today

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permanent
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 Create a job alert for this search #J-18808-Ljbffr
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Customer Experience and Sales Coordinator

Cape Town, Western Cape Hadassah Interiors

Posted today

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Location: On-site (Cape Town / Bellville)

Employment Type: Full-time

Requirements: Own vehicle & valid driver’s license



Hadassah Interiors is growing, and we’re looking for a hands-on, multi-skilled professional or someone who has some sales background (socials & face-to-face) with a love for interior who’s ready to roll up their sleeves, take initiative, and grow with the brand. If you're someone who thrives in a fast-paced, creative environment, where effort is noticed and rewarded, this is your seat at the table.



Core Responsibilities



Implement and execute our sales strategies that align with the Hadassah brand and drive real results and improve where necessary.

Build strong client relationships, face-to-face, by phone and email, to drive satisfaction and loyalty.

Help develop our showroom experience, making sure it’s polished, inspiring, and conversion-focused. As well as product development. This is where you can imprint your flair for design.

Continue to help us Elevate our digital presence across Instagram, Facebook, and our website. And increase our online sales.

Assist with internal sales and email enquiries and where needed, our socials.

Champion the entire client journey, from first hello to follow-up after delivery.



What You Bring



Experience in sales, digital marketing, and retail operations, ideally in the home or interior space.

Working knowledge of platforms like Instagram, Meta Ads, Canva, or basic e-commerce/CRM tools.

You’re a confident communicator, both written and verbal, who knows how to sell with substance.

Proactive, independent, and not afraid to get stuck in, to get things done.

Detail-focused with a strong eye for styling and showroom presentation.

Driven by great service, client satisfaction, and long-term relationships.

A flexible mindset, you adapt quickly and align with existing brand tone and visual style.

Most importantly: you're in it for the long game, and you’re ready to grow as the business grows.



What We Offer



A key role in a respected, design-led interior and furniture brand.

A high-performance, collaborative team that values excellence and initiative.

Market-related base salary + commission on sales (uncapped potential).

Clear opportunity to grow your responsibilities, your income, and your position as the brand expands.

A business that recognizes and rewards those who show up, take ownership, and drive results.
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Customer Experience and Sales Coordinator

Cape Town, Western Cape Hadassah Interiors

Posted today

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Job Description

full-time

Location: On-site (Cape Town / Bellville) Employment Type: Full-time Requirements: Own vehicle & valid driver’s license Hadassah Interiors is growing, and we’re looking for a hands-on, multi-skilled professional or someone who has some sales background (socials & face-to-face) with a love for interior who’s ready to roll up their sleeves, take initiative, and grow with the brand. If you're someone who thrives in a fast-paced, creative environment, where effort is noticed and rewarded, this is your seat at the table. Core Responsibilities Implement and execute our sales strategies that align with the Hadassah brand and drive real results and improve where necessary. Build strong client relationships, face-to-face, by phone and email, to drive satisfaction and loyalty. Help develop our showroom experience, making sure it’s polished, inspiring, and conversion-focused. As well as product development. This is where you can imprint your flair for design. Continue to help us Elevate our digital presence across Instagram, Facebook, and our website. And increase our online sales. Assist with internal sales and email enquiries and where needed, our socials. Champion the entire client journey, from first hello to follow-up after delivery. What You Bring Experience in sales, digital marketing, and retail operations, ideally in the home or interior space. Working knowledge of platforms like Instagram, Meta Ads, Canva, or basic e-commerce/CRM tools. You’re a confident communicator, both written and verbal, who knows how to sell with substance. Proactive, independent, and not afraid to get stuck in, to get things done. Detail-focused with a strong eye for styling and showroom presentation. Driven by great service, client satisfaction, and long-term relationships. A flexible mindset, you adapt quickly and align with existing brand tone and visual style. Most importantly: you're in it for the long game, and you’re ready to grow as the business grows. What We Offer A key role in a respected, design-led interior and furniture brand. A high-performance, collaborative team that values excellence and initiative. Market-related base salary + commission on sales (uncapped potential). Clear opportunity to grow your responsibilities, your income, and your position as the brand expands. A business that recognizes and rewards those who show up, take ownership, and drive results.

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Customer Support

Cape Town, Western Cape Talent Sam

Posted 17 days ago

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Job Description

The Customer Support is responsible for the champion of owner’s relationship with the assigned portfolio.

Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing and guest experience team to provide updated information and follow-ups.

Key Responsibilities:

● Be an owner advocate.

● Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.

● Ensure all communications related to assigned portfolio/market is responded within a timely fashion

o Phone calls: Answer within 3 phone rings or 2 minutes for any missed calls during business hours.

o Emails, Text, WhatsApp, WeChat: Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.

o Internal communications: actively monitoring Slack & Internal Emails to respond within

▪ 2 minutes for urgent items

▪ 30 minutes for non-urgent items

▪ During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours.

● Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports.

● Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc.) and maintain client database (CRM) to ensure all information is correct and up to date.

● Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.

● Cultivate trust and personal connections with owners to further understand their needs and identify opportunities.

● Manage and develop performance of direct reports.

● Actively communicate with internal team members and cultivate resources to support owner success.

● Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.

● Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.

● Stay aware of company goals and strategies to ensure projects align with business priorities.

● Provide creative insights and solutions to address client/organizational challenges.

● Perform additional duties as assigned.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

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Customer support manager

Cape Town, Western Cape Progressive Edge

Posted 1 day ago

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permanent
Overview Cape Town (Southern Suburbs) A fast-growing technology company is seeking a proactive and solutions-focused Customer Support Manager to lead and scale their support function. This role exists to ensure customers consistently receive timely, effective, and friendly assistance, while balancing excellent service with operational efficiency. The Customer Support Manager will be responsible for motivating, supporting, and developing a high-performing team, refining processes, and driving collaboration across departments to elevate the overall customer experience. Responsibilities Recruit, train, and mentor a high-performing customer support team. Set clear performance expectations and conduct regular KPI evaluations. Foster a culture of accountability, learning, and customer-centricity while maintaining a positive team culture. Oversee day-to-day customer support operations, including queue management, SLAs, and ticket escalations. Oversee and maintain help desk systems and knowledge bases. Analyse support metrics and customer feedback to identify areas for improvement. Monitor and enhance support quality through audits, reviews, and coaching. Drive initiatives to improve customer satisfaction and first-contact resolution rates. Ensure complex or high-priority customer issues are owned and resolved. Work closely with Sales, Finance, and Customer Success teams to communicate customer issues and feedback. Coordinate with marketing and training teams to deliver support-related content (FAQs, tutorials, etc.). Identify opportunities for automation and process improvements to reduce response time and increase efficiency. Champion the use of AI, bots, or chat tools to enhance the support experience. Requirements 3-5+ years in a customer support leadership role, ideally in Saa S, tech, or service-based companies. Strong people management skills with a passion for coaching and team development. Strong understanding of customer support metrics and tools. Excellent communication, problem-solving, and conflict-resolution abilities. Calm and focused under pressure, especially in a fast-paced, tech-driven environment. Confident working independently, managing multiple projects and priorities. Passion for creating positive customer experiences. Experience with CRM / helpdesk software (ideally Hub Spot) is a plus. #J-18808-Ljbffr
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Customer support team lead

Cape Town, Western Cape Bash

Posted today

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permanent
WHAT YOU’LL DO: Lead & Motivate Your Team : Inspire and guide a team of customer support agents, ensuring they meet performance goals and deliver high-quality service to customers. Drive Performance : Track KPIs (CSAT, response time, FCR). Use data to challenge and encourage the team to constantly improve. Coaching & Development : Provide regular coaching, feedback, and performance reviews. Develop personalized improvement plans for agents to support growth and performance. Process Improvement : Identify inefficiencies and streamline processes to enhance team effectiveness and customer satisfaction. Escalation Handling : Resolve complex customer issues and escalate when necessary to maintain top-notch customer experience. Team Development & Engagement : Foster a positive team culture, engage with agents to promote morale, reduce turnover, and build a high-performing team. Support Coverage : Manage shift planning for optimal coverage, especially during peak periods. Monitor real-time performance to meet service levels. QA & Compliance : Conduct regular contact audits and ensure adherence to policies and compliance standards. Employee Wellbeing : Address team stress points and people-related challenges to ensure a smooth operation and positive work environment. Reporting & Collaboration : Provide updates to leadership on team performance, identify trends, and collaborate with cross-functional teams. WHO YOU ARE: This job is for you if you have: Matric (Essential) Experience : 2+ years of people management and call center experience; 1-2 years in e Commerce support. Tech-Savvy : Proficient in CRM systems (e.g., Freshdesk, Zendesk) and Google Suite. Leadership : Strong coaching and mentoring skills, with a focus on performance and development. Customer-Focused : Ability to understand both customer and agent needs to improve processes and experiences. Results-Oriented : Proven track record in achieving team goals and maintaining high-quality service. Organised : Strong time management and multitasking skills in a fast-paced environment. Skills you already have: Well spoken and can communicate clearly & concisely Solution Finder Resourceful - Enjoy research and learning Basic understanding of math & numeracy Strong organizational and time management skills Internet savvy, familiarity with e-commerce Must have a sense of urgency, be self-motivated, and be proactive JOINING THE BASH TEAM We empower our people to choose where they would like to do their best work, with the tools they need to get there. We also encourage travel so we can make magic happen face to face . Our offices are a vibe, decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more. BASH PERKS Our perks are supercharged by intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country. Best of the Best - The wealth of talent we have will surprise and inspire you Security within a startup - The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in. Agency and Optionality - Use the ambition and collective force of our talent to drive your career in the direction you dream. Connection and Friendship - We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes. Top $ - The best people, in the right roles, earning at the top tier. Your Time - We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it. Exclusive Shopping Discount - Save when you shop across over 500 brands in-store and on bash.com. Apply for this job #J-18808-Ljbffr
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Senior Customer Support Manager

Cape Town, Western Cape Talent Sam

Posted today

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The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

Key Responsibilities:

Owner Account Management:

● Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.

● Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.

● Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.

● Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.

● Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

● Develop strategic solutions to enhance owner satisfaction and retention.

● Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.

● Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.

● Establish clear performance expectations, monitor progress, and support career development opportunities within the department.

● Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

● Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.

● Identify opportunities to optimize department processes to increase efficiency and effectiveness.

● Leverage data insights to inform decision-making and recommend improvements in service delivery.

● Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:

● Ensure timely and accurate completion of client-related tasks within project management tools.

● Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.

● Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.

● Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:

● Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.

● Maintain compliance with clients procedures and regulatory requirements.

● Perform additional duties as assigned by leadership.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

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Customer Support and Office Administrator

Cape Town, Western Cape Platinum Drops

Posted today

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The primary objective of the Customer Support and Office Administrator is to provide exemplary support to all customers, as well as oversee general office and operational administration, and attend to on-site and online shops.



Key Roles and Responsibilities

1. Customer Support and Engagement

Attend and respond to all customer queries and resolve any issues raised

Gather feedback from customers to enhance service delivery

Administer surveys and questionnaires to measure and improve customer engagement

Analyse customer feedback about sizing, fabric, and fit, and provide reports/metrics to the line manager

Prepare the customer feedback pack for the product team

Provide online and onsite shop assistance to customers



2. Office Administration

Manage incoming calls, emails, correspondence, greet visitors, and suppliers

Maintain filing systems (digital and hard copy) for contracts, orders, and staff records

Order office supplies, stationery, and consumables, tracking usage and cost

Ensure deliveries to customers and receipts from suppliers are managed



3. Payroll Administration

Support payroll by collating attendance sheets and overtime records

Prepare weekly and monthly payroll files for line manager approval

Maintain employee records, leave applications and balances, and contracts, including bargaining council administration

Assist with recruitment logistics and onboarding paperwork

Create and communicate weekly / monthly store-level employee work schedules



4. Compliance and Reporting

Work with Production and HR to ensure basic health and safety and labour law documentation is current

Prepare required weekly/monthly/quarterly reports (customer feedback, production metrics, absenteeism, etc)

Support audits or inspections from labour authorities
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Customer Support and Office Administrator

Cape Town, Western Cape Platinum Drops

Posted today

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Job Description

full-time

The primary objective of the Customer Support and Office Administrator is to provide exemplary support to all customers, as well as oversee general office and operational administration, and attend to on-site and online shops. Key Roles and Responsibilities 1. Customer Support and Engagement Attend and respond to all customer queries and resolve any issues raised Gather feedback from customers to enhance service delivery Administer surveys and questionnaires to measure and improve customer engagement Analyse customer feedback about sizing, fabric, and fit, and provide reports/metrics to the line manager Prepare the customer feedback pack for the product team Provide online and onsite shop assistance to customers 2. Office Administration Manage incoming calls, emails, correspondence, greet visitors, and suppliers Maintain filing systems (digital and hard copy) for contracts, orders, and staff records Order office supplies, stationery, and consumables, tracking usage and cost Ensure deliveries to customers and receipts from suppliers are managed 3. Payroll Administration Support payroll by collating attendance sheets and overtime records Prepare weekly and monthly payroll files for line manager approval Maintain employee records, leave applications and balances, and contracts, including bargaining council administration Assist with recruitment logistics and onboarding paperwork Create and communicate weekly / monthly store-level employee work schedules 4. Compliance and Reporting Work with Production and HR to ensure basic health and safety and labour law documentation is current Prepare required weekly/monthly/quarterly reports (customer feedback, production metrics, absenteeism, etc) Support audits or inspections from labour authorities

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