Customer Experience (CX) Specialist - E-commerce Focus

Placements24; Queenstown; On-site; NZD 70,000 - 110,000; Full time

Benefits offered by this job

Medical aid contributions

Professional development opportunities

Job summary

Placements24 seeks a dedicated Customer Experience Specialist for our client, a growing online retailer, in Queenstown, NZ. You will handle inquiries across email, phone, chat, and social media, ensuring positive customer journeys.

You will resolve issues, process orders, and collaborate with sales and logistics to enhance service quality. Strong empathy, clear communication, and familiarity with CRM tools are essential.

Qualifications

• 2+ years of experience in a customer service or CX role, preferably in e-commerce.
• Excellent written and verbal communication with a professional tone.
• Strong listening and empathy to understand and address customer needs.
• Proficiency with CRM and helpdesk ticketing systems.

Responsibilities

• Respond promptly to customer inquiries via email, phone, live chat, and social media.
• Resolve complaints and issues to achieve first-contact resolution when possible.
• Process orders, returns, exchanges, and refunds per company policy.
• Provide product information to aid purchasing decisions.
• Identify trends in inquiries and escalate recurring issues for improvements.
• Contribute to and maintain customer service knowledge base and FAQs.
• Suggest improvements to e-commerce processes to enhance CX.
• Maintain accurate customer records in the CRM system.
• Collaborate with sales and logistics to resolve issues efficiently.
• Represent the brand values in all customer interactions.

Skills

Excellent communication

Active listening & empathy

Problem-solving

Time management

E-commerce familiarity

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a respected online retailer with a strong commitment to customer satisfaction, is seeking a dedicated and empathetic Customer Experience (CX) Specialist to join their team in Queenstown, Eastern Cape . This role is central to ensuring every customer interaction with our e-commerce platform is positive, efficient, and memorable. The ideal candidate will have a passion for delivering exceptional service, a keen understanding of online customer journeys, and strong problem-solving abilities. You will be the frontline advocate for our customers, handling inquiries, resolving issues, and identifying opportunities to enhance the overall customer experience. This is a crucial role for maintaining and growing our loyal customer base.

Key Responsibilities

• Respond promptly and professionally to customer inquiries received via email, phone, live chat, and social media regarding orders, products, and services.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution and ensuring customer satisfaction.
• Process orders, returns, exchanges, and refunds according to company policies.
• Provide detailed product information and assistance to customers to aid in their purchasing decisions.
• Identify trends in customer inquiries and feedback, escalating recurring issues to management for process improvement.
• Contribute to the development and maintenance of customer service knowledge base and FAQs.
• Proactively seek opportunities to improve the customer experience and suggest enhancements to e-commerce processes.
• Maintain accurate customer records and interaction logs in the CRM system.
• Collaborate with other departments (e.g., sales, logistics) to resolve customer issues efficiently.
• Embodied the company's brand values and commitment to excellent customer service in all interactions.

Requirements

• Proven experience (2+ years) in a customer service or customer experience role, preferably within an e-commerce environment.
• Excellent communication skills, both written and verbal, with a clear and professional tone.
• Strong listening and empathy skills, with the ability to understand and address customer needs effectively.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Good problem-solving and conflict-resolution abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with e-commerce platforms and online sales processes.
• Detail-oriented with strong organizational skills.
• A positive attitude and a genuine passion for helping customers.
• Resides in or willing to commute to Queenstown, Eastern Cape , and work on-site.

Benefits

Our client offers a competitive salary and benefits package, including medical aid contributions and opportunities for professional development. You will be part of a supportive team environment dedicated to providing outstanding customer service. The role provides valuable experience in e-commerce customer relations and problem-solving. Our client invests in employee training to ensure you have the skills needed to succeed. Working in Queenstown, Eastern Cape , offers a stable community environment. Join a company that truly values its customers and empowers its employees to make a difference.