Customer Experience Coordinator (Western Cape) at PEP

Description
PURPOSE OF THE JOB 

• This role is responsible for overseeing and managing customer complaints and queries across multiple channels (received in the call centre or central office via phone, chat, social media & legal), ensuring that issues are routed and managed correctly, and enabling effective tracking, recording, and measurement of performance across various business areas.

KEY RESPONSIBILITIES 

• Complaint & Query Management
• Operational Support & Collaboration
• Performance Tracking & Reporting
• Process Improvement & Insights
• Store and call centre visits
• Assist in supporting the management functions of contact center operations

Requirements

ROLE  REQUIREMENTS  

• Grade 12
• Tertiary Qualification (in Business Management or Retail Management) will be an advantage
• Retail Store Experience – Understanding of store operations, challenges, and customer interactions.
• Operational Support Experience – Proven experience in managing queries, escalations, and process improvement.
• Customer Service Expertise – Ability to handle customer complaints professionally across different channels.
• Fast-Paced & High-Pressure Adaptability – Strong problem-solving skills and ability to manage multiple tasks simultaneously.
•  Data Analysis & Reporting – Ability to generate reports, track trends, and provide meaningful insights.
•  Stakeholder Collaboration – Strong communication skills to engage with stores, area managers, and central office teams.
•  Proficiency in African Languages – Ability to communicate effectively with customers and staff in multiple African languages to ensure smooth issue resolution and customer satisfaction
• Competencies: Dutifulness, Performing under pressure, Planning, Adaptability, Creating Support, Listening skills, Service orientated, willingness to travel