E-commerce Customer Experience Specialist

Placements24; Queenstown (MD); On-site; USD 11,000 - 17,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Paid time off

Employee discounts

Training and development

Job summary

Placements24 is seeking a dedicated E-commerce Customer Experience Specialist to join our client’s team in Queenstown, Eastern Cape. You will be the frontline representative, handling inquiries, resolving issues, and ensuring a positive, seamless customer journey across email, phone, live chat, and social media.

The ideal candidate has at least 2 years in customer service, excellent communication, and proficiency with CRM systems.

Qualifications

• High school diploma or equivalent; degree in a related field preferred.
• Minimum 2 years in customer service, preferably in e-commerce/retail.
• Excellent verbal and written communication; professional tone.
• Strong active listening and problem-solving abilities.
• Familiar with customer service software and CRM systems.
• Ability to multitask, prioritize, and manage time effectively.
• Detail-oriented with strong organizational skills.

Responsibilities

• Respond to customer inquiries via email, phone, live chat, and social media professionally.
• Resolve customer issues and complaints; escalate complex cases as needed.
• Process orders, returns, exchanges, and refunds per policy.
• Provide product information and assist customers with purchasing decisions.
• Gather feedback and identify trends to improve service and product.
• Contribute to knowledge base and FAQs for support.
• Identify opportunities to improve the customer experience.
• Build rapport with customers and foster brand loyalty.
• Collaborate with Sales, Operations, Marketing for cohesive experience.
• Maintain accurate records of customer interactions and transactions.

Skills

Verbal communication

Written communication

Active listening

Time management

Empathy

Multitasking

Education

High school diploma

Related field degree

Tools

CRM software

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.