E-commerce Customer Service Representative

Placements24; Kimberley; Hybrid; CAD 7,000 - 14,000; Full time

Benefits offered by this job

Hybrid work arrangement

Training on products and systems

Discounted company products

Career growth opportunities

Friendly team environment

Job summary

Placements24 is seeking an empathetic E-commerce Customer Service Representative to join our Kimberley team. You will handle inquiries via email, chat, and phone, providing product, orders, shipping, and policy guidance while maintaining high customer satisfaction.

The role emphasizes clear communication, problem-solving, and a patient, helpful attitude to support online retail experiences and brand loyalty.

Qualifications

• High school diploma or equivalent required; cert in CS or related field a plus.
• Experience in e-commerce or retail customer service preferred.
• Excellent written and verbal communication with friendly, professional demeanor.
• Ability to stay calm under pressure and solve problems.
• Proficient with computers, email, chat tools, and basic CRM systems.

Responsibilities

• Respond to customer inquiries via email, live chat, and phone.
• Provide information on products, orders, shipping, returns, and policies.
• Process orders, returns, and exchanges accurately.
• Troubleshoot and resolve complaints; escalate when needed.
• Maintain accurate records in the CRM system.
• Gather feedback and share insights to improve products/services.
• Monitor and respond to reviews and social media comments.
• Educate customers on product usage and solutions.
• Contribute to high customer satisfaction and retention.
• Stay updated on company products, services, and policies.

Skills

Excellent communication

Problem solving

Multitasking

Team player

Empathetic approach

Customer focus

Education

High school diploma or equivalent

Certificate in customer service or related field

Tools

CRM systems

Email & chat software

Job description

About the Role

Our client, a reputable name in the E-commerce & Social Media sector, is seeking a dedicated and empathetic E-commerce Customer Service Representative to join their growing team in Kimberley, Northern Cape. This role is essential for ensuring outstanding customer experiences and fostering customer loyalty. You will be the primary point of contact for customers, handling inquiries, resolving issues, and providing support via multiple channels, including email, chat, and phone. The ideal candidate is a patient, clear communicator with a passion for helping others and a keen interest in online retail. You will gain valuable experience in customer relationship management, problem-solving, and understanding the nuances of e-commerce operations. This position in Kimberley offers a fantastic opportunity to contribute to customer satisfaction and brand reputation within a supportive team environment. We are looking for individuals who are committed to delivering exceptional service and can effectively represent our client's brand values.

Key Responsibilities

• Respond to customer inquiries and resolve issues promptly and professionally via email, live chat, and phone.
• Provide information about products, orders, shipping, returns, and policies.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Troubleshoot and resolve customer complaints, escalating complex issues to the appropriate department when necessary.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Gather customer feedback and share insights with the team to improve products and services.
• Assist in managing customer reviews and social media comments related to customer service.
• Educate customers on product usage and offer solutions to meet their needs.
• Contribute to maintaining a high level of customer satisfaction and retention.
• Stay updated on company products, services, and policies to provide accurate information.

Requirements

• High school diploma or equivalent; a certificate in customer service or a related field is a plus.
• Proven experience in a customer service role, preferably in an e-commerce or retail environment.
• Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using computers, including email, chat software, and basic CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• Basic understanding of e-commerce operations and online sales processes.
• Team player with a positive attitude and strong work ethic.
• Reliability and punctuality are essential.

Benefits

• Competitive hourly wage or annual salary.
• Hybrid work arrangement offering flexibility.
• Opportunity to be a key part of the customer experience for an e-commerce brand in Kimberley.
• Comprehensive training on products, systems, and customer service best practices.
• Potential for career growth within the customer support or broader marketing team.
• Friendly and supportive team environment.
• Access to company products at discounted rates.