E-commerce Customer Experience Specialist

Placements24; United States; Hybrid; USD 4,900 - 7,500; Part time

Benefits offered by this job

Flexible hybrid work

Competitive salary

Growth opportunities

CS training

Team collaboration

Customer experience impact

Tembisa location

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist to join a growing, customer‑driven team in a hybrid role. You will respond to inquiries via email, chat, and phone, resolve issues, and collect feedback to improve the online shopping journey.

Excellent communication and empathy are essential as you collaborate with operations and marketing. The role emphasizes delivering first-contact resolutions, maintaining CRM records, and contributing to a superior brand experience for

Qualifications

• High School diploma or equivalent; customer service qualification is a plus.
• 1–3 years of experience in customer service, preferably in e‑commerce/retail.
• Excellent verbal and written communication; strong active listening.
• Proficiency with CRM and helpdesk tools.
• Strong problem-solving, patient, and professional demeanor.
• Empathetic, customer-focused mindset with desire to help others.
• Ability to multitask in a hybrid work setting.
• Basic understanding of e-commerce processes and online shopping behavior.
• Tech-savvy with ability to learn new software quickly.
• Reliable internet connection for remote workdays.

Responsibilities

• Provide timely, professional customer support via email, chat, and phone.
• Answer inquiries about orders, products, shipping, returns, and site navigation.
• Resolve issues and complaints with first-contact resolution when possible.
• Gather customer feedback through surveys and direct interactions.
• Collaborate with operations and marketing to resolve complex issues.
• Maintain accurate customer records and logs in the CRM.
• Help develop and update customer service guidelines and knowledge base articles.
• Identify opportunities to improve the customer journey and online experience.
• Support creating a positive brand experience for every customer.
• Stay informed about product offerings and company policies to provide accurate info.

Skills

Communication

Active listening

Empathy

Problem-solving

Time management

Multitasking

Customer-focused

Remote work readiness

Education

High School diploma

Customer service qualification

Tools

CRM software

Helpdesk tools

Job description

About the Role

Our client, a customer-centric e-commerce business, is looking for a dedicated E-commerce Customer Experience Specialist to join their team in Tembisa, Gauteng . This role operates on a hybrid model, offering a flexible blend of remote and in-office work. You will be instrumental in ensuring our customers receive exceptional support and a seamless online shopping journey. Your responsibilities will include responding to customer inquiries, resolving issues, gathering feedback, and identifying opportunities to enhance the overall customer experience. The ideal candidate possesses excellent communication skills, empathy, a passion for service, and a strong understanding of e-commerce operations. You will act as a key advocate for the customer, working to build loyalty and satisfaction. This is a fantastic opportunity for an individual eager to make a tangible impact on customer relationships and contribute to the positive reputation of our brand in the digital marketplace. You will be part of a supportive team focused on delivering outstanding service.

Key Responsibilities

• Provide timely and professional customer support via various channels, including email, chat, and phone.
• Address customer inquiries regarding orders, products, shipping, returns, and website navigation.
• Resolve customer issues and complaints effectively and efficiently, aiming for first-contact resolution.
• Gather customer feedback through surveys and direct interactions, identifying trends and areas for improvement.
• Collaborate with other departments (e.g., operations, marketing) to resolve complex customer issues.
• Maintain accurate customer records and interaction logs in the CRM system.
• Assist in developing and updating customer service guidelines and knowledge base articles.
• Proactively identify opportunities to improve the customer journey and online experience.
• Contribute to creating a positive and memorable brand experience for every customer.
• Stay informed about product offerings and company policies to provide accurate information.

Requirements

• A High School diploma or equivalent; a qualification in customer service or a related field is a plus.
• 1-3 years of experience in customer service, preferably within an e-commerce or retail environment.
• Excellent verbal and written communication skills, with strong active listening abilities.
• Proficiency with customer relationship management (CRM) software and helpdesk tools.
• Strong problem-solving skills and the ability to handle difficult situations with patience and professionalism.
• Empathetic and customer-focused mindset with a genuine desire to help others.
• Ability to multitask and manage time effectively in a hybrid work setting.
• Basic understanding of e-commerce processes and online shopping behavior.
• Tech-savvy with the ability to learn new software quickly.
• A reliable internet connection for remote workdays.

Benefits

• Competitive part-time salary.
• Flexible hybrid work arrangement.
• Opportunity to directly impact customer satisfaction and brand loyalty.
• Be part of a growing and customer-focused e-commerce company.
• Training and development in customer service best practices.
• Collaborative and supportive team environment.
• Contribution to enhancing the overall customer experience in Tembisa .