Customer Experience Agent

TooMuchWifi is a leading provider of fast, reliable, and affordable internet connectivity to aspirational communities in South Africa. We are a fast-growing company with a great culture that encapsulates our values: Accountability, Kindness, Integrity, Teamwork, and Hard Work.  

We care deeply about our dedicated and hardworking team, as well as the communities we serve.  

Our purpose, mission, and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative, and kind. We have come a long way and have amazing stories to tell!  

What we offer

• Health Insurance and Medical Aid benefits
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events
• Staff loans (interest-free)
• Successful candidate placement referral cash bonus for staff

An enthusiastic and dedicated Customer Experience Agent to enhance our customer journey across multiple communication channels and platforms.

The general responsibilities of this role includes tracking customer experiences across touchpoints in order to improve the customer journey. You will need to exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. You advanced analytical, communication, collaboration and problem solving skills will enhance our customer relationship management and positive brand image.

• Tracking the customer experiences across the online and offline channels and touchpoints.
• Collaborating with IT developers, as well as the production, marketing and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences
• Analysing customer feedback across the channels through CSAT and Reviews in order to identify gaps in processes and opportunities for customer education.
• Adhere to the Company’s policies, procedures and standards.

• Grade 12 or Diploma in marketing, communications or business management, or a minimum of 3 years proven experience in Customer Service, Contact Centre Management, or similar qualifications will be an advantage.
• Proven 3+ years experience as a customer experience specialist, or a similar customer support role.
• Have knowledge of and experience in contact centre operations and customer service management.
• Extensive experience in gathering and interpreting customer experience data.
• Exceptional interpersonal skills and a client-centered approach.
• Advanced computer literacy.
• Lean principles will be an advantage.
• Problem solving skills.
• Excellent communication, reporting and presentation skills.
• Attention to detail.
• Strong influence and motivational abilities.