Customer Experience Associate (Customer service) Remote role (CAPE TOWN)
- kathypiperza
- Apr 15
- 2 min read
Our client, a fast-growing DTC jewelry brand on a mission to make beautiful, high-quality jewelry accessible to everyone. They move fast, care deeply about their customers, and hold themselves to a high standard - because their customers deserve nothing less.OverviewThey're looking for a Customer Experience Associate who genuinely loves helping people and takes pride in leaving every interaction better than they found it. You'll be the voice of the brand across email, chat, TikTok, and Amazon - handling everything from order questions to warranty requests while helping us build the kind of customer experience people actually talk about. If you obsess over driving clarity in ambiguous situations and have a solution-oriented mindset, this role is for you!
Duties & Responsibilities
Own customer responses across email, Amazon, TikTok, and Shopify chat - with every ticket resolved within SLA
Process returns, refunds, order cancellations, and warranty claims with accuracy and empathy
Help shape and codify the brand voice so every customer interaction feels warm, consistent, and human
Identify recurring customer questions and update our FAQs and chat resources so we're always one step ahead
Track and develop performance metrics that give us a clear picture of CX health and where to improve (ex: Voice of Customer across channels)
Desired Experience & Qualification
1-2 years of customer support experience
Exceptional written communication - you can be warm, clear, and on-brand all at once
Comfortable managing high ticket volume without dropping the ball
Self-starter with a high-ownership mindset - you don't wait to be told twice
Qualification in communication or marketing would be ideal
Nice-to-Haves
Excel / Google Sheets comfort for tracking and reporting
Experience with Amazon Seller Central or TikTok Shop support workflows
Package & Remuneration
What they offer:
R20 000
Fully remote roleA small, tight-knit team where your work actually moves the needleReal ownership - your ideas will get implemented, not just acknowledgedThe chance to help build a CX function from the ground up at a brand that's scaling fastEnjoy working for a company that includes, grows and cares.
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