Customer Experience Associate - Customer Experience

Customer Experience Associate - Customer Experience

Apply for the Customer Experience Associate - Customer Experience role at Brights Hardware
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The purpose of this role is to provide administrative support to the Customer Experience department, ensuring achievement of Service Level Agreements (SLAs) and goals aligned with Brights values. The incumbent will undertake duties including reporting, training, and customer service activities and act as deputy for the department supervisor in their absence.

• Provide administrative support to the Customer Experience department
• Ensure accurate and timely month-end reporting and coordinate minute weekly management sessions
• Assist Department Supervisor with ad‑hoc duties and projects
• Monitor and promote Net Promoter Score (NPS) surveys in store
• Manage incentive programs and daily NPS reports
• Deliver in‑store training on customer experience processes and procedures
• Identify training requirements and facilitate loyalty card training
• Oversee online order fulfilment and communicate with stores on product transfers
• Manage loyalty card administration, including customer details and point transfers
• Handle customer queries, compliments and complaints reporting
• Conduct SWOT analysis and provide feedback on opportunities for store improvement

• Matric or equivalent
• NQF Level 5 in business related studies advantageous
• 4 years in Customer Experience
• Brights Leadership Training completed
• Brights Induction (Service Excellence)
• Valid Driver’s Licence & own vehicle (advantage)
• Ability to train and develop when required
• Decision making capabilities
• Computer literacy, K8 System knowledge
• Ability to multitask
• Excellent verbal and written communication at all levels
• Leadership skills (monitoring, evaluations, planning, time management & organisational skills)
• Analytical, problem solving, conflict resolution & employee relations skills
• Good customer experience, interpersonal and organisational skills
• Operational and people management skills
• Microsoft Office (Internet, e‑mails, Word & Excel)

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to having staff that reflect the diversity of our nation. We will conduct recruitment and appointments in line with the Company’s equity targets and are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.

Mid‑Senior level

Full‑time

Other

Wholesale Building Materials

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