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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