Customer Support Agent (E-commerce)

Placements24; London Borough of Newham; On-site; GBP 8,100 - 11,000; Full time

Benefits offered by this job

Employee discounts

Medical and retirement benefits

Paid time off and holidays

Training and development opportunities

Job summary

Placements24 is seeking a Customer Support Agent to join a vibrant team in East London. You will be the first point of contact for online shoppers, handling inquiries about orders, products, shipping, and returns with a friendly, professional attitude.

The role emphasizes excellent communication, problem-solving, and CRM use in a fast-paced retail environment. Candidates should be reliable, able to commute to East London, and flexible for shifts including weekends and holidays.

Qualifications

• Experience in customer service or call centre roles, preferably in e-commerce or retail.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with computers and common software.
• Experience with CRM or helpdesk software is an advantage.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Assist customers with placing orders, tracking shipments, and managing accounts.
• Provide detailed product information and answer questions about merchandise.
• Handle returns, exchanges, and refunds according to company policy.
• Troubleshoot and resolve customer issues related to website navigation and order processing.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain knowledge of products, services, and policies.
• Contribute to team goals by meeting or exceeding performance metrics.
• Maintain a positive and helpful demeanor in all interactions.

Skills

Customer service

Communication

Problem-solving

CRM experience

Retail/e-commerce experience

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client, a leading online fashion retailer, is looking for a dedicated and enthusiastic Customer Support Agent to join their vibrant team in East London, Eastern Cape. This role is fundamental to ensuring a seamless and positive shopping experience for their online customers. The ideal candidate is passionate about customer service, possesses excellent communication skills, and thrives in a fast-paced retail environment. You will be the first point of contact for customers, assisting with inquiries about orders, products, shipping, returns, and general support. This is a hands-on role in a busy office, perfect for someone who enjoys helping people and contributing to customer loyalty in East London, Eastern Cape. We are seeking individuals committed to delivering exceptional service with a friendly and professional attitude.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Assist customers with placing orders, tracking shipments, and managing their accounts.
• Provide detailed product information and answer questions about merchandise.
• Handle returns, exchanges, and refunds according to company policy.
• Troubleshoot and resolve customer issues related to website navigation and order processing.
• Document customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain a thorough understanding of company products, services, and policies.
• Contribute to team goals by meeting or exceeding performance metrics.
• Ensure a positive and helpful demeanor in all customer interactions.

Requirements

• Previous experience in a customer service or call center role, preferably in e-commerce or retail.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computers, internet navigation, and basic software applications.
• Experience with CRM or helpdesk software is an advantage.
• Ability to remain calm and professional under pressure.
• High school diploma or equivalent required.
• Must be reliable and able to commute to our office in East London, Eastern Cape.
• A positive attitude and a strong work ethic.
• Availability to work flexible shifts, including weekends and holidays as needed.

Benefits

• A competitive annual salary of R.
• Opportunity to work in a dynamic retail environment in East London, Eastern Cape.
• Access to employee discounts on fashion merchandise.
• Comprehensive medical and retirement benefits.
• Paid time off and holiday leave.
• Training and development opportunities to enhance customer service skills.
• A supportive and team-oriented workplace culture.
• Potential for career advancement within the company.
• Regular team social events.
• Convenient office location with easy access.