Job Description

Customer Journey Specialist Port Shepstone - KwaZulu Natal - South Africa
The Customer Experience Specialist is responsible for ensuring that customers enjoy seamless, engaging, and positive interaction with the company across all touchpoints, for all Beekman Group product lines. This role focuses on understanding customer needs, improving service delivery, and embedding a customer-first culture throughout the organisation, while leveraging modern tools and innovations such as AI to stay ahead of industry trends.
Key Responsibilities

• Customer Journey Management: Map and analyse customer journeys to identify pain points, implement improvements, and ensure consistency of experience.
• Service Standards: Develop, monitor, and continuously improve service standards and procedures to align with customer expectations.
• Feedback & Insights: Use insights (surveys, reviews, complaints, NPS, CSS etc.) to drive improvements.
• Team Leadership: Motivate customer service teams, ensuring they are trained, engaged and aligned with the Company's customer-centric values.
• Cross-Functional Collaboration: Work with marketing, sales, product and operations teams to ensure customer insights inform business decisions.
• Progressive Technology Adoption: Stay at the forefront of AI and emerging technologies to introduce tools, automations, and innovations that enhance customer experience.
• Story Drafting & Communication: Draft clear, customer-focused stories and requirements for IT development, marketing and website content to ensure alignment with customer needs.
• Innovation: Identify opportunities to use digital tools and process improvements to create unique, differentiated customer experiences.

Key Competencies & Personal Attributes

• Minimum 5 years' experience in customer service, customer experience, or related specialist roles.
• Proven ability to translate customer insights into actionable strategies.
• Familiarity with AI-driven customer experience tools and platforms (e.g. chatbots, personalization engines, analytics).
• Customer-centric approach, with proactive attitude.
• Forward-thinking, innovative and progressive in applying AI and digital solutions.
• Strategic mindset paired with practical, hands-on execution.
• Strong communication skills
• Ability to influence and collaborate across departments
• Adaptable and comfortable working in a fast-paced environment.

Only shortlisted candidates will be contacted.
South Africa's leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.
Ref # 01/11
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