E-commerce Customer Experience Specialist

Placements24; O Mente; On-site; EUR 13,000 - 17,000; Full time

Benefits offered by this job

Competitive starting salary

Health and wellness benefits package

Paid time off

Employee discounts

Training and development programs

Supportive team environment

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist for their team in Queenstown, Eastern Cape. You will respond to customer inquiries via email, phone, live chat and social media, resolve issues, and guide customers through purchasing decisions to ensure a positive journey.

Ideal candidates have at least 2 years in customer service, strong communication, CRM experience, and an empathetic, proactive approach to improving service and brand loyalty in a fast-paced e-commerce

Qualifications

• High school diploma or equivalent; a degree in a related field is a plus.
• Minimum of 2 years of experience in customer service, preferably within an e-commerce or retail environment.

Responsibilities

• Respond to customer inquiries via email, phone, live chat, and social media in a timely, professional, and helpful manner.
• Resolve customer issues and complaints efficiently and effectively, escalating complex cases as needed while ensuring customer satisfaction.
• Process orders, returns, exchanges, and refunds according to company policies.
• Provide product information and support to customers, assisting them with purchasing decisions.
• Gather customer feedback and identify trends in inquiries and issues to provide insights for service and product improvements.
• Contribute to the development and maintenance of customer service knowledge base and FAQs.
• Proactively identify opportunities to improve the customer experience and suggest relevant solutions.
• Build rapport with customers and foster brand loyalty through positive interactions.
• Collaborate with other departments (e.g., Sales, Operations, Marketing) to ensure a cohesive customer experience.
• Maintain accurate records of customer interactions and transactions.

Skills

Communication skills

Active listening

Problem-solving

Time management

Empathy

Team collaboration

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client, a growing online retailer, is seeking a dedicated and customer-centric E-commerce Customer Experience Specialist to join their team in Queenstown, Eastern Cape. This role is crucial for ensuring that every customer interaction with our brand is positive, seamless, and memorable. You will be the frontline representative, handling customer inquiries, resolving issues, and proactively seeking ways to enhance the overall customer journey. The ideal candidate possesses exceptional communication skills, a genuine passion for helping others, and a strong understanding of e-commerce operations and customer service best practices. If you are empathetic, solutions-oriented, and thrive in a customer-focused environment, this opportunity is for you.

Key Responsibilities

• Respond to customer inquiries via email, phone, live chat, and social media in a timely, professional, and helpful manner.
• Resolve customer issues and complaints efficiently and effectively, escalating complex cases as needed while ensuring customer satisfaction.
• Process orders, returns, exchanges, and refunds according to company policies.
• Provide product information and support to customers, assisting them with purchasing decisions.
• Gather customer feedback and identify trends in inquiries and issues to provide insights for service and product improvements.
• Contribute to the development and maintenance of customer service knowledge base and FAQs.
• Proactively identify opportunities to improve the customer experience and suggest relevant solutions.
• Build rapport with customers and foster brand loyalty through positive interactions.
• Collaborate with other departments (e.g., Sales, Operations, Marketing) to ensure a cohesive customer experience.
• Maintain accurate records of customer interactions and transactions.

Requirements

• High school diploma or equivalent; a degree in a related field is a plus.
• Minimum of 2 years of experience in customer service, preferably within an e-commerce or retail environment.
• Excellent verbal and written communication skills, with a clear and professional tone.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to multitask, prioritize, and manage time effectively.
• A positive attitude, empathy, and a passion for delivering outstanding customer service.
• Familiarity with e-commerce platforms and online shopping processes.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.

Benefits

• Competitive starting salary with opportunities for increase based on performance.
• Valuable experience in the e-commerce industry in Queenstown, Eastern Cape.
• Comprehensive health and wellness benefits package.
• Paid time off, including vacation and sick days.
• Employee discounts on products.
• Training and development programs to enhance customer service skills.
• A supportive and friendly team environment.
• Opportunity to directly impact customer satisfaction and brand reputation.