Job Description

Position: CX Associate

Location: South Africa (Remote)

Employment Type: Full Time

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️

We are looking for a customer-obsessed CX Associate to be the first point of contact for our customers, delivering exceptional service that builds trust and loyalty. This role is perfect for someone who thrives on solving problems, improving processes, and ensuring every customer interaction reflects our brand values.

You’ll handle customer inquiries with urgency and empathy, identify trends and opportunities for process improvement, and collaborate cross-functionally to enhance the overall customer journey.

Key Responsibilities:

• Serve as the first point of contact for customer requests, inquiries, and complaints—resolving issues quickly and professionally.
• Identify recurring issues, escalate trends to the CX team, and support initiatives to enhance the customer journey.
• Collaborate with cross-functional partners to share insights and help inform product and process improvements.
• Build and nurture relationships across all touchpoints, maintaining a consistent and positive brand voice.
• Execute customer engagement initiatives that drive loyalty and retention.
• Meet or exceed key CX metrics (CSAT, response time, resolution time, quality).
• Provide regular updates and clear communication to managers and key partners.
• Assist with reporting on consumer complaints and propose solutions for recurring challenges.

Requirements

• 2+ years of customer service experience in beauty, CPG, or e-commerce (preferred).

• Calm under pressure, professional, and customer-centric communicator.
• Strong written and verbal communication skills with a warm, empathetic tone.
• Tech-savvy and comfortable managing multiple systems at once.
• Creative problem solver with a proactive, “get it done” mindset.
• Organized, self-motivated, and able to work independently in a remote setting.
• Willingness to provide occasional evening or weekend coverage to ensure timely responses.
• Experience with Shopify, Richpanel, Loop, or similar e-commerce platforms (nice-to-have).