CUSTOMER EXPERIENCE SPECIALIST

Location: Sandton offices
Working Hours: UK business hours
We’re partnering with a fast-growing, adventure-focused company based in Sandton, on a mission to bring excitement and challenge back into people’s lives. They create epic, globe-trotting endurance events and adventure experiences that push boundaries — and they’re looking for a passionate Customer Experience Specialist to join their team.

THE ROLE:

As a Customer Experience Specialist, you’ll be the frontline contact for customers from their first enquiry through to post-adventure follow-up. Your mission is to deliver an exceptional experience that turns customers into lifelong fans who can’t wait for their next challenge.
This role involves a lot of written communication — crafting engaging, thoughtful emails and messages that guide customers smoothly through their adventure journey. But you’ll also get to chat live on the phone and via online messaging, juggling multiple conversations and building rapport.
You’ll be the eyes and ears of the customer experience team, gathering feedback and stories, sharing insights with marketing and operations, and helping shape continuous improvements across the business.
Because this is a small, evolving company, you’ll need to be flexible, proactive, and ready to roll up your sleeves. Expect a fast-paced onboarding and the opportunity to get involved in a variety of projects beyond your core responsibilities.

KEY RESPONSIBILITIES:

• Respond promptly to customer enquiries via email, phone, social media, and other channels
• Drive sales by nurturing leads and encouraging bookings
• Manage customer admin to ensure smooth pre-adventure preparation
• Lead customer communication on individual adventures, including managing group chats and responding outside regular hours when needed
• Maintain and update customer handbooks and internal knowledge bases
• Create and manage customer communication templates and support marketing content creation
• Collect customer stories and feedback to fuel marketing campaigns and service improvements
• Support the veterans programme and contribute ideas for continuous improvement

WHY THIS ROLE?

• Full-time position with flexible working hours
• Join a passionate, close-knit team in a company that’s shaking up the adventure and travel space
• Be part of a company that supports environmental causes and creates unforgettable experiences
  Please note that if you haven’t heard from us within two weeks of submitting your application, you can assume it was unsuccessful