Client Support Specialist - E-commerce

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

Benefits offered by this job

Competitive salary with incentives

Medical aid plan

Retirement fund

Hybrid work model

Modern office in Polokwane

Generous paid time off

Employee assistance programs

Job summary

Placements24 in Polokwane, Limpopo, invites applications for a proactive Client Support Specialist - E-commerce. You will be the primary contact for customers, handling inquiries about orders, products, shipping, and returns in a fast-paced online retail environment.

You will engage via phone, email, live chat and social media, provide accurate information, resolve issues, and document interactions in our CRM. A customer-centric mindset and strong communication skills are essential.

Qualifications

• 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.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media.
• 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 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.

Skills

Customer service

Communication

CRM software

Helpdesk/ticketing

E-commerce platforms

Time management

Education

High school diploma or equivalent

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.