Permanent
Community & Customer Experience Coordinator (Marketing)
Unknown, Unknown
unknown
Closing date not listed
About this role
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Sales/Marketing - Marketing
Western Cape
FULL TIME
Job Summary
Purpose of the Role:
To deliver responsive, solution-driven customer support across all platforms while actively managing and engaging the brand’s online community, contributing to a positive and consistent customer experience that strengthens brand loyalty.
Key Responsibilities Include but Are Not Limited To
* Managing customer queries across multiple channels including phone, email,
* WhatsApp, social media, and online platforms
* Responding to all customer interactions timeously and resolving queries in full
* Monitoring social media platforms and online reviews, ensuring consistent engagement and brand presence
* Investigating and resolving customer complaints, escalating where necessary
* Maintaining accurate records of all customer interactions and feedback
* Liaising with internal teams (stores, warehouse, logistics) to ensure efficient service delivery
* Assisting with e-commerce support, including online orders, returns, and product queries
* Identifying recurring customer issues and contributing to improved processes and solutions
* Supporting marketing initiatives through customer feedback, promotions, and campaign execution
* Assisting in maintaining website content, including customer-facing information and feedback channels
* Monitoring competitor activity and customer trends to enhance service delivery and engagement
* Contributing ideas to improve overall customer experience and brand interaction
General administrative duties and ad hoc support
Criteria
* Minimum 2–3 years’ experience in a customer service or customer-facing role within retail, FMCG, or e-commerce
* Experience engaging with customers across digital platforms (social media, WhatsApp, online support)
* Proficient in MS Office and digital communication tools
* Strong written and verbal communication skills with high attention to detail
* Ability to work under pressure and manage high volumes of customer interaction
* Proactive, solutions-driven mindset with strong problem-solving ability
* Good organisational and time management skills
* Interest in food, cooking, or retail advantageous
* Driver’s licence and own transport essential
* Fluent in English and Afrikaans (read, write, speak)
Candidates residing in the Northern Suburbs of Cape Town are encouraged to apply for this role
Helderberg Personnel
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