Community & Customer Experience Coordinator (Marketing)
Helderberg Personnel CC Kraaifontein
Purpose of the Role:
To deliver responsive, solution-driven customer support across all platforms while actively managing and engaging the brands online community, contributing to a positive and consistent customer experience that strengthens brand loyalty.
Key Responsibilities Include but Are Not Limited To- Managing customer queries across multiple channels including phone, email,
- WhatsApp, social media, and online platforms
- Responding to all customer interactions timeously and resolving queries in full
- Monitoring social media platforms and online reviews, ensuring consistent engagement and brand presence
- Investigating and resolving customer complaints, escalating where necessary
- Maintaining accurate records of all customer interactions and feedback
- Liaising with internal teams (stores, warehouse, logistics) to ensure efficient service delivery
- Assisting with e-commerce support, including online orders, returns, and product queries
- Identifying recurring customer issues and contributing to improved processes and solutions
- Supporting marketing initiatives through customer feedback, promotions, and campaign execution
- Assisting in maintaining website content, including customer-facing information and feedback channels
- Monitoring competitor activity and customer trends to enhance service delivery and engagement
- Contributing ideas to improve overall customer experience and brand interaction
General administrative duties and ad hoc support
Criteria- Minimum 23 years experience in a customer service or customer-facing role within retail, FMCG, or e-commerce
- Experience engaging with customers across digital platforms (social media, WhatsApp, online support)
- Proficient in MS Office and digital communication tools
- Strong written and verbal communication skills with high attention to detail
- Ability to work under pressure and manage high volumes of customer interaction
- Proactive, solutions-driven mindset with strong problem-solving ability
- Good organisational and time management skills
- Interest in food, cooking, or retail advantageous
- Drivers licence and own transport essential
- Fluent in English and Afrikaans (read, write, speak)
Candidates residing in the Northern Suburbs of Cape Town are encouraged to apply for this role
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