190 Digital Retail 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.

• 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.

One of the top banks in South Africa is seeking a Senior Manager Customer Experience to join their Marketing, Communication and Research department.

Purpose

• The Senior Manager Customer Experience will collaborate with Operations Delivery and Optimization teams to establish, implement, and monitor data driven KPIs.
• They will have the responsibility for customer and governance aspects, as well as integrated planning across the entire enterprise.
• Their role involves supervising and enhancing the overall customer experience during interactions with the bank, with a focus on ensuring customer satisfaction, loyalty, and positive experiences throughout their journey.
• Additionally, they will ensure that the Company brand is consistently and uniformly experienced across all customer touchpoints.

Duties

• Provide advisory role to missions.
• Customer Experience advocate- Provide training and guidance to the marketing community.

Requirements

• Must have a Matric
• Must have Marketing Relevant Advanced Diploma / Degree.
• Must have Customer Experience relavant Certification.
• Must have 3-5 years management experience.
• Must have 7-10 years' experience in the Customer Experience Role

Skills

• Customer Focus
• Communication

Customer Experience Manager • Johannesburg, ZA

Reference

Sector Customer Services / Hospitality / Agriculture

Location Cape Town

Job Type full_time

Experience 4 to 6 years

Qualifications No education

Package Negotiable

Description

Our client, a prominent and renowned Wine Estate, is seeking to employ a Hospitality / Customer Experience Manager to their team based in in Cape Town.

Our client is well know for delivering world-class, quality wines, sensory encounters and special experiences.

As the Hospitality / Customer Experience Manager, you are responsible for orchestrating an unparalleled hospitality experience for our guests at every touchpoint within our establishment.

Your primary focus will be on enhancing service standards, increasing sales, and optimizing operational efficiency within the tasting rooms.

This pivotal role involves leading a team to ensure that every aspect of guest interaction aligns with the quality and essence that defines our brand.

Requirements:

• Exceptional leadership abilities to inspire and guide teams effectively.
• Decisive decision-making skills to navigate diverse operational scenarios.
• Ability to thrive under pressure and maintain composure during peak periods.
• Strong planning and organizational skills for efficient resource allocation.
• Prior experience in hospitality management.
• Excellent communication and interpersonal skills.
• Proven track record of driving sales, managing budgets, and achieving business objectives.

Responsibilities:

Hospitality Management:

• Supervise floor managers to uphold high service standards among staff members.
• Collaborate with the Reservations and Sales Administrator to organize various functions such as tastings, meetings, staff events, and marketing activities.
• Conduct regular training sessions to ensure a consistently high level of service in the Tasting Room and across all guest interactions.
• Manage the end-to-end customer experience on the estate, exceeding guest expectations and creating memorable experiences.
• Uphold exceptional customer service standards and resolve any guest issues or complaints professionally and efficiently.
• Develop and implement comprehensive training programs to foster staff development and continuous improvement.
• Foster a culture of innovation and excellence within the hospitality team.
• Build and maintain strong relationships with key stakeholders, including suppliers and partners, to enhance overall guest experience.
• Monitor industry trends, competitor activities, and guest feedback to stay ahead in the market and continuously improve offerings.
• Collaborate with other departments to ensure seamless operations and enhance overall guest satisfaction.
• Lead by example, demonstrating professionalism, integrity, and a passion for hospitality excellence.

Administrative Duties:

• Oversee the opening and closing procedures for all Tasting Rooms and stores, ensuring compliance with operational standards.
• Manage front-of-house staff, including rostering, overtime approvals, disciplinary actions, and recruitment.
• Handle online reviews and customer complaints professionally, addressing issues promptly and implementing corrective measures as needed.
• Continuously evaluate services and offerings, devising improvement plans to enhance guest satisfaction and drive sales.
• Monitor and control stock levels, including retail items, water, packaging, etc., in alignment with budgetary constraints.
• Conduct regular stock control audits and ensure accurate storeroom reconciliations.
• Collaborate with the Sales and Marketing Manager to set monthly sales targets and execute the strategies to achieve them.
• Prepare and present detailed monthly sales and operational reports to senior management.
• Execute business objectives outlined by senior management, contributing to overall business growth and operational excellence.

Kindly note that only shortlisted candidates will be contacted.
Please be advised that if you do not receive a response within two weeks of applying, you can consider your application unsuccessful.

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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.

• Receives and handles calls.
• Responds to customer inquiries that go beyond typical scripted responses.
• Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals.
• Provides immediate feedback to customer problems/concerns using proper telephone etiquette.
• Attends scheduled meetings as required by the Team Manager.
• Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance.
• Monitors and provides agents with feedback on quality using standard coaching methods.
• Assists in delivering team briefings and huddles.
• Makes attempts to resolve issues and deescalate issues from dissatisfied customers.
• Assumes responsibility (leads) for producing desired performance results.
• Takes the lead in applying new processes and teaching them to others.
• Supports Team Manager with reporting requirements.
• May perform other specific duties as necessary and required by program/account.
  
  

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.
  
  

• High School Diploma or GED required; graduation from a college with an Associates degree preferred
• 2 – 4 years of experience in related area of responsibility in the call center industry. Minimum of six
• months of experience on the specific program/account.
  
  

• Considerable knowledge of product/procedures.
• Fluency in program specific language.
• Good attendance and flexibility required.
• Knowledge of Microsoft Word, Excel (or similar Windows based software).
• Ability and willingness to assume responsibility for producing desired results through other people.
• Ability to accomplish multiple tasks of varying priority within allotted time frames.
• Must be able to demonstrate and communicate best practices to others effectively.
• Strong interpersonal and customer service skills.
• Excellent oral and written communication skills.
  
  

• Excellent written, verbal and interpersonal communication skills.
• Ability to multi-task and adapt to change.
• Proven track record of meeting or exceeding customer experience and financial objectives
• Ability to maintain the highest level of confidentiality.
  
  

• General Profile: Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision. Likely to act as an informal resource for employees with less experience.
• Functional: Requires skills in a range of processes, procedures and systems to carry out
• assigned tasks or has developed deep skills in a single area.
• Business Expertise/Acumen: Applies knowledge of the business and how the team integrates
• with other teams to achieve objectives.
• Leadership: Provides informal guidance and support to team members.
• Problem Solving: Provides solutions to atypical problems based on proven practices or
• procedures.
• Impact: Impacts the quality, timeliness and effectiveness of the team; recommends changes
• to improve efficiency.
• Interpersonal Skills: Explains job specific information.
  
  

Key Responsibilities

1. Core Responsibilities :
   • Claims Management : Handle the full lifecycle of customer claims from lodgement to resolution.
   • Use training and tools to ensure accuracy and detect fraudulent activity.
   • Sales & Retention : Guide customers through policy options, follow up on quotes, and take proactive steps to retain existing policyholders.
   • Customer Support : Deliver timely, professional support via calls, emails, and LiveChat.
   • Clearly communicate next steps and resolve disputes with empathy.
2. Secondary Responsibilities :
   • Team Collaboration : Contribute to shared goals across sales, claims, and customer service.
   • Task Management : Maintain organized and accurate digital records while meeting service level agreements.
   • Additional Support : Assist with third-party recoveries and stay informed on trends, competitors, and regulatory updates.

What You’ll Bring

• Experience : 2-3 years in customer service or claims, with a proven track record (references required).
• Education : School certificate required; 3-year degree preferred for its emphasis on critical thinking.
• Insurance Familiarity : Prior exposure to insurance is helpful (training provided if needed).
• People Skills : Excellent communicator with strong problem-solving ability and a team mindset.
• Drive : Eagerness to learn, grow, and contribute in a fast-paced environment.
• Location : Based in or near Stellenbosch, with own reliable transport.

What We Offer

• In-depth training in insurance, sales, and claims processes
• Supportive leadership and growth pathways
• A collaborative and passionate workplace
• The chance to make a global impact from Stellenbosch

Only shortlisted applicants will be contacted.

• 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
  
  

• 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
  
  

• High School Diploma or GED required
• 2 years of experience as a Team Lead
• Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
• Excellent oral and written communication skills
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
• Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
• Successful completion of two management level interview
• Time management skills and computer proficiency
• Objectivity, professionalism, and maturity
• Flexibility and demonstrated ability to adapt well in a changing environment
  
  

• Bachelor’s degree desirable
  
  

• None
  
  

• Excellent oral and written communication skills
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
• Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
• Time management skills and computer proficiency
• Objectivity, professionalism and maturity
• Flexibility and demonstrated ability to adapt well in a changing environment
• Previous sales experience preferred
  
  

• Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).
  
  

• None