Customer Experience Consultant

Job Advert Summary

The CX Consultant is responsible for delivering an exceptional customer experience by managing inbound and outbound customer interactions, generating sales opportunities, providing after-sales support, processing customer orders, resolving customer queries, manage guaranty and warranty return process, and maintaining strong customer relationships. The incumbent serves as the first point of contact for customers while supporting business growth through proactive customer engagement and lead generation.

Minimum Requirements

• Grade 12 / National Senior Certificate
• Relevant Customer Service, Sales or Business qualification will be advantageous.
• Minimum 2–3 years' experience in a customer care and sales, customer service, customer experience, contact centre, sales support or telesales environment.
• Experience working on ERP/CRM systems (Syspro or similar).
• Intermediate Microsoft Office (Excel, Word, Outlook and PowerPoint).
• Experience within a manufacturing or FMCG environment will be advantageous.
• Experience working with retailers, retail customers, or key account environments.
• Excellent verbal and written communication skills
• Strong customer service orientation
• Sales and customer relationship management skills
• Lead generation and prospecting ability
• Excellent telephone etiquette
• Problem-solving and conflict resolution skills
• Ability to handle customer complaints professionally
• Strong administration and organizational skills
• Attention to detail and accuracy
• Ability to work under pressure
• Time management skills
• Product knowledge
• Negotiation and persuasion skills
• Active listening skills
• Computer literacy (Syspro, CRM systems, Microsoft Office)
• Ability to multitask
• Ability to build lasting customer relationships

Duties & Responsibilities

Customer Service & Customer Experience

• Handle inbound and outbound customer calls professionally.
• Respond promptly to customer enquiries via telephone, email and other communication channels.
• Provide customers with product information and guidance on the guarantee and warranty process.
• Deliver exceptional customer experiences at every customer touchpoint.
• Build long-term customer relationships through proactive communication.
• Resolve customer complaints within agreed service levels.
• Escalate unresolved matters to the Supervisor where necessary.

Lead Generation & Sales Support

• Generate qualified sales leads through outbound customer engagement.
• Identify opportunities for upselling and cross-selling.
• Conduct customer follow-up calls to increase sales opportunities.
• Maintain accurate lead information within the CRM system.
• Support promotional campaigns and marketing initiatives.
• Liaise with retailers to support sales opportunities and lead generation.
• Foster retail stakeholder relationships to maximize sales opportunities and deliver seamless support and assistance

Orders & Administration

• Process returns, exchanges and warranty claims.
• Maintain accurate customer records.
• Process customer documentation and requests.
• Monitor order progress and provide customer updates.
• Prepare customer activity reports.

After Sales Support

• Conduct customer satisfaction follow-up calls.
• Resolve post-delivery concerns.
• Coordinate warranty claims.
• Assist with product exchanges.
• Monitor customer satisfaction after product delivery.
• Ensure customer retention through proactive engagement.

Customer Relationship Management

• Maintain accurate CRM records.
• Record all customer interactions.
• Monitor customer buying behaviour.
• Identify opportunities to improve customer satisfaction.
• Build customer loyalty.

Retail Support Responsibilities

• Assist retail partners with collections processes, ensuring smooth coordination between call centre and retail teams.
• Support upselling initiatives by identifying opportunities during customer interactions and reinforcing sales campaigns.
• Collaborate with retail teams to improve customer engagement and strengthen retention strategies.
• Share insights from call centre interactions to help retail partners refine their sales approach.
• Participate in outbound campaigns that drive sales growth and support retail promotions.
• Ensure customer queries related to retail collections or product information are resolved promptly and professionally.

Continuous Improvement

• Identify recurring customer issues.
• Recommend service improvements.
• Participate in product and customer service training. Provide product knowledge (PK) support to retail staff, helping them communicate features and benefits effectively to customers.
• Support continuous improvement initiatives.
• Adopt a growth mindset and flexibility to confidently manage current systems, AI tools, and new processes as the call centre environment evolves