Customer Insight Representative

Are you passionate about understanding customer behavior, analyzing feedback, and driving improvements that matter? Royal Mabati Factory Ltd is looking for a Customer Insight Representative to be the voice of the customer and help us enhance service delivery and customer satisfaction.

As a Customer Insight Representative, you will be responsible for gathering and analyzing customer feedback from various channels and turning it into actionable insights that improve our products, services, and customer experience.

Key Skills & Qualifications:

• Education: Bachelor’s Degree in Business, Marketing, Communication, Statistics, or a related discipline.
• At least 1 year of experience in a research, insights, or customer service role.
• Strong analytical and problem-solving skills
• verbal and written communication
• Proficiency in CRM systems (HubSpot, Salesforce, Zoho) and MS Office
• Empathetic, detail-oriented, and results-driven
• Able to manage multiple feedback channels and prioritize key insights
• Team player with a customer-first mindset

Key Competencies

• Collect customer feedback via surveys, interviews, reviews, and support channels
• Analyze trends in feedback and prepare weekly/monthly insight reports
• Identify pain points in the customer journey and suggest improvements
• Collaborate with departments (Sales, Marketing, Production) to share findings
• Track and report customer satisfaction metrics such as NPS and issue resolution