Customer Experience Executive Location: Cape Town, South Africa Contract: Permanent, Full-Time Hours: Sunday - Thursday 8am - 6pm Language requirements: Fluent, business-level written and spoken English is essential.
Any additional languages will be greatly beneficial.
Application Method -Please ensure that you apply with a CV written in English.
Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through innovative technology solutions.
Founded in 2016, we've rapidly grown to serve over 400 business partners across 75+ countries, with a presence in 12 global offices.
Our dynamic, AI-driven widget integrates seamlessly into online booking and sales platforms, providing customer-centric solutions that boost satisfaction and ancillary revenue without significant upfront costs.
At Protect Group, innovation is at our core — we continuously seek new ideas and technologies to stay ahead in today's fast-changing market.
As a part of the Protect Group team, you will join a community that values collaboration and a shared purpose, fostering a strong sense of community.
We believe in accountability and owning our responsibilities, ensuring that we deliver on promises and find solutions when challenges arise.'Protect People'are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day.
We are looking for someone who shares our passion for disrupting global industries across transportation, travel, hospitality, events, and financial services, driving continuous growth and success.
General Duties Monitoring customer enquiries, checking details and responding appropriately.
Reviewing evidence provided for each refund application and approving valid applications.
Handling customer complaints or issues, escalating to the Customer Experience Manager when required.
Liaising with internal departments to route customer enquiries to the right team.
Maintaining a professional and polite tone in all communications.
Required Skills and Experience Experience in customer focused positions.
Fluent English is a requirement of the role.
Essential to have the ability to balance human and commercial considerations.
Accuracy and attention to detail.
Excellent communication skills (written and verbal) in all fluent languages.
Experience working with customers over the phone and via email.
Enthusiastic, high degree of integrity, self-motivated, positive attitude and a proactive approach to work.
Well organised with previous experience using CRM systems.
Personable, able to build a good rapport.
A real hunger and willingness to learn, not afraid to ask questions.
Committed. Willingness to go above and beyond, seeing the opportunity as a career in a rapidly growing organisation, not just a job.
Beneficial Skills and Experience: Previous case handling experience.
