Community & Customer Experience Coordinator (Marketing)

Recruiter:

Helderberg Personnel CC

Job Ref:

SW006300/CL

Date posted:

Wednesday, May 6, 2026

Location:

Kraaifontein, South Africa

Salary:

Market related Monthly

SUMMARY:
COMMUNITY & CUSTOMER EXPERIENCE COORDINATOR

Cape Town (Northern Suburbs): A well-established FMCG company is seeking a proactive and solutions-driven Community & Customer Experience Coordinator to join their Marketing Team. This role is suited to an individual who thrives in a fast-paced, high-engagement environment and is passionate about customer interaction, digital communication, and brand experience.

POSITION INFO:
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

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