Customer Care Specialist

Placements24; Kimberley; Remote; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Employee discounts

Health benefits

Professional development

Remote team culture

Paid annual leave

Retirement savings plan

Job summary

Placements24 client is seeking a detail-oriented Customer Care Specialist to join their remote support team. You will handle inquiries regarding products, orders, and after-sales support while maintaining a positive customer experience.

Based remotely with the option for full-time remote work, this role emphasizes strong communication, problem-solving, and proficiency in CRM tools to manage interactions and improve service quality for a national retail brand.

Qualifications

• Experience in customer service, preferably in retail or e-commerce.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric attitude.
• Proficiency with CRM software and online communication tools.
• Ability to work independently in a remote environment.
• High school diploma or equivalent; extra training is a plus.
• Patience, empathy and a professional demeanor.
• Understanding of online retail operations and order fulfillment.
• Able to adapt to a fast-paced environment.

Responsibilities

• Handle inquiries via phone, email, and social media about products, orders, and services.
• Process orders, returns, and exchanges accurately.
• Troubleshoot online shopping, delivery, and product issues.
• Provide information on product availability, specs and usage.
• Maintain accurate CRM records and logs.
• Escalate complex issues to relevant departments.
• Gather feedback and suggest product/service improvements.
• Adhere to company policies for consistent service quality.
• Collaborate with team to share best practices.
• Proactively inform customers about order status or delays.

Skills

Customer service

Verbal communication

Written communication

Problem-solving

CRM software

Remote work

Education

High school diploma

Tools

CRM software

Online communication tools

Job description

About the Role

Our client, a national retail chain, is seeking a detail-oriented and customer-focused Customer Care Specialist to join their remote support team. Based operationally in Kimberley, Northern Cape , this role allows for full remote work, offering significant flexibility. You will be responsible for managing customer inquiries, resolving issues related to online orders, product information, and after-sales support, and ensuring a consistently positive customer experience. This is an excellent opportunity to contribute to a well-established brand from a remote setting.

Key Responsibilities

• Handle customer inquiries via phone, email, and social media platforms regarding products, orders, and services.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Troubleshoot and resolve customer issues related to online shopping, delivery, and product satisfaction.
• Provide information on product availability, specifications, and usage.
• Maintain accurate customer records and interaction logs in the CRM system.
• Escalate complex customer issues to relevant departments for resolution.
• Gather customer feedback and identify areas for improvement in products and services.
• Adhere to company policies and procedures to ensure consistent service quality.
• Collaborate with team members to share best practices and improve overall customer care.
• Proactively communicate with customers regarding order status or potential delays.

Requirements

• Previous experience in a customer service or customer care role, preferably in retail or e-commerce.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric attitude.
• Proficiency in using customer relationship management (CRM) software and online communication tools.
• Ability to work independently and manage workload effectively in a remote environment.
• High school diploma or equivalent; additional customer service training is beneficial.
• Patience, empathy, and a professional demeanor.
• Basic understanding of online retail operations and order fulfillment processes.
• Ability to adapt to a fast-paced and evolving work environment.

Benefits

• Fully remote working arrangement.
• Competitive salary and potential for performance incentives.
• Employee discounts on company products.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and skills enhancement.
• A supportive remote team culture.
• Paid annual leave.
• Retirement savings plan.