E-commerce CX Specialist — On-site Queenstown

Placements24; Lorenziberg; On-site; EUR 13,000 - 19,000; Full time

Benefits offered by this job

Medical aid contributions

Professional development

On-site role in Queenstown

Job summary

Placements24 is seeking a Customer Experience (CX) Specialist to join a growing online retailer in Queenstown, Eastern Cape. You will handle inquiries across email, phone, live chat, and social media, ensuring friendly, efficient service.

The role emphasizes problem solving, empathy, and collaboration with sales and logistics to improve the customer journey. A 2+ year track record in customer service and experience with CRM systems are ideal.

Qualifications

• 2+ years in a customer service or CX role, preferably in e-commerce.
• Excellent written and verbal communication with a professional tone.
• Strong listening, empathy and problem solving abilities.
• Experience with CRM software and helpdesk/ticketing systems.
• Detail oriented with good organizational skills.

Responsibilities

• Respond to inquiries via email, phone, live chat and social media.
• Resolve issues to achieve first-contact resolution and customer satisfaction.
• Process orders, returns, exchanges, and refunds per policy.
• Provide product information to assist purchasing decisions.
• Identify trends and escalate recurring issues to management.
• Contribute to the knowledge base and FAQs.
• Suggest improvements to ecommerce processes.
• Maintain accurate CRM records of customer interactions.
• Collaborate with sales and logistics to resolve issues.
• Represent the brand values in all customer interactions.

Skills

Customer service

CRM software

Communication skills

Empathy

Problem solving

Time management

E-commerce knowledge

Attention to detail

Tools

CRM platforms

Helpdesk systems

Job description

Placements24 is seeking a Customer Experience (CX) Specialist to join a growing online retailer in Queenstown, Eastern Cape. You will handle inquiries across email, phone, live chat, and social media, ensuring friendly, efficient service.

The role emphasizes problem solving, empathy, and collaboration with sales and logistics to improve the customer journey. A 2+ year track record in customer service and experience with CRM systems are ideal.