Client Support Specialist - E-commerce

Placements24; Polokwane; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical support

Retirement plan

Ongoing training

Hybrid work model

Paid time off

Job summary

Placements24 is hiring a Client Support Specialist - E-commerce in Polokwane. You will handle inquiries via phone, email, live chat, and social media to ensure a superior shopping experience. You’ll assist with orders, tracking, returns, and account management in a fast-paced environment.

Ideal candidates have strong English, CRM and helpdesk experience, and can thrive in a hybrid office setting with a focus on problem-solving and customer satisfaction.

Qualifications

• Proven experience in customer service within e-commerce/retail.
• Excellent written and verbal English communication.
• Strong rapport-building and interpersonal skills.
• Experience with CRM software and ticketing systems.
• Familiarity with e-commerce platforms and order management.
• Ability to multitask and manage time effectively.
• Customer-centric mindset and problem-solving skills.
• Able to work in a hybrid setting and commute to Polokwane office.
• High school diploma or equivalent; certifications are a plus.
• Legally eligible to work in South Africa.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media.
• Provide product, stock, pricing, and promotion information.
• Assist customers with orders, tracking shipments, and account management.
• Process returns, refunds, and exchanges accurately.
• Troubleshoot and resolve complaints promptly and professionally.
• Document interactions and resolutions in the CRM system.
• Escalate complex issues to relevant departments for resolution.
• Maintain up-to-date product knowledge and policy understanding.
• Identify opportunities to improve the customer experience.
• Contribute to a positive, collaborative team environment.

Skills

Customer service

English proficiency

Interpersonal skills

CRM systems

Helpdesk ticketing

E-commerce platforms

Multitasking

Problem solving

Education

High school diploma

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a rapidly expanding online retail business, is looking for a proactive and customer-focused Client Support Specialist - E-commerce to join their team in Polokwane, Limpopo . This role is vital in ensuring a superior shopping experience for our customers by providing timely and effective support across various channels. You will handle inquiries regarding orders, products, shipping, and returns, acting as the primary point of contact for customer concerns. The ideal candidate possesses excellent communication skills, a passion for customer service, and a keen understanding of e-commerce operations. You will work in a dynamic, fast-paced environment, contributing to customer retention and satisfaction. This position offers a hybrid work model, providing a blend of in-office collaboration and remote flexibility. We are seeking an individual who is solution-oriented and committed to upholding our client's reputation for exceptional service.

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media platforms.
• Provide information about products, stock availability, pricing, and promotions.
• Assist customers with placing orders, tracking shipments, and managing their accounts.
• Process returns, refunds, and exchanges efficiently and accurately.
• Troubleshoot and resolve customer complaints and issues in a professional and timely manner.
• Document all customer interactions, feedback, and resolutions in the CRM system.
• Escalate complex issues to the relevant departments (e.g., logistics, sales) for resolution.
• Maintain a high level of product knowledge and understanding of company policies.
• Identify opportunities to improve the customer experience and suggest process enhancements.
• Contribute to a positive and collaborative team environment.

Requirements

• Proven experience in customer service, preferably within an e-commerce or retail environment.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with e-commerce platforms and online order management.
• Ability to multitask, prioritize, and manage time effectively.
• A customer-centric approach with a passion for problem-solving.
• Ability to work effectively in a hybrid environment, commuting to the office in Polokwane as required.
• High school diploma or equivalent; relevant certifications are a plus.
• Must be legally authorized to work in South Africa .

Benefits

Our client offers a competitive salary package with performance-based incentives and opportunities for career growth. Employees receive a comprehensive medical aid plan and access to a retirement fund. Continuous training is provided to enhance product knowledge and customer service skills. The hybrid work model provides flexibility, balancing office-based teamwork with remote work. Located in Polokwane , the office environment is modern and dynamic. We value work-life balance and offer generous paid time off. Employee assistance programs are available for support. Join a growing company that is committed to both customer satisfaction and employee well-being. This is an excellent opportunity to make a tangible impact in the e-commerce sector.