E-commerce CX Specialist — On-Site, Queenstown

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

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.