Client Support Specialist - E-commerce Operations

Placements24; East London; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund contributions

Career development

Paid time off

Employee discounts

Job summary

Placements24 in East London, Eastern Cape is seeking a Client Support Specialist to join our client’s online sales operations team. You will handle inquiries via email, phone, and live chat, resolving order issues and providing product information with accuracy and courtesy.

The role emphasizes strong communication, attention to detail, and the ability to manage multiple tasks in a fast-paced e-commerce environment.

Qualifications

• Experience in customer support or client-facing roles.
• Excellent English verbal and written communication.
• Familiarity with e-commerce platforms and CRM software.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Based in or able to commute to East London.

Responsibilities

• Handle a diverse range of customer inquiries via email, phone, and live chat, focusing on e-commerce operations in East London, Eastern Cape.
• Provide accurate information regarding order status, shipping details, product availability, and return policies.
• Troubleshoot and resolve customer issues related to order discrepancies, payment problems, and product defects.
• Process customer returns, exchanges, and refunds efficiently and accurately.
• Maintain detailed and organized records of customer interactions and resolutions in the CRM system.
• Collaborate with logistics, warehouse, and marketing teams to address customer needs and operational challenges.
• Identify and report trends in customer inquiries and issues to aid in process improvement.
• Ensure a high standard of customer service, aiming for first-contact resolution whenever possible.
• Assist with managing online product listings and ensuring information accuracy.

Skills

Customer service

Communication skills

Problem solving

Multi-tasking

Detail oriented

Team player

Online payments familiarity

Tools

CRM software

Helpdesk tools

Job description

About the Role

Our client, a leading player in the e-commerce industry, is seeking a dedicated Client Support Specialist to join their operational team in East London, Eastern Cape . This role is integral to ensuring the smooth functioning of online sales operations and maintaining high levels of customer satisfaction. You will be responsible for managing customer inquiries related to orders, shipping, product information, and resolving issues promptly. The ideal candidate possesses strong communication skills, a keen eye for detail, and a passion for delivering exceptional online customer experiences. This is an excellent opportunity to advance your career in e-commerce support within a dynamic and growing company. Join us in East London, Eastern Cape and be a part of our client's continued success.

Key Responsibilities

• Handle a diverse range of customer inquiries via email, phone, and live chat, focusing on e-commerce operations in East London, Eastern Cape .
• Provide accurate information regarding order status, shipping details, product availability, and return policies.
• Troubleshoot and resolve customer issues related to order discrepancies, payment problems, and product defects.
• Process customer returns, exchanges, and refunds efficiently and accurately.
• Maintain detailed and organized records of customer interactions and resolutions in the CRM system.
• Collaborate with logistics, warehouse, and marketing teams to address customer needs and operational challenges.
• Identify and report trends in customer inquiries and issues to aid in process improvement.
• Ensure a high standard of customer service, aiming for first-contact resolution whenever possible.
• Assist with managing online product listings and ensuring information accuracy.

Requirements

• Previous experience in customer support or a client-facing role, preferably within the e-commerce sector.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using e-commerce platforms, CRM software, and helpdesk tools.
• Ability to manage multiple tasks effectively in a fast-paced environment.
• Detail-oriented with a commitment to accuracy.
• Must be based in or able to commute to East London, Eastern Cape .
• A team player with a positive and proactive attitude.
• Familiarity with online payment systems and order management processes is a plus.

Benefits

• Our client offers a competitive salary package, reflective of your skills and experience.
• Comprehensive benefits include medical aid and retirement fund contributions.
• This role is based in East London, EasternCape , offering a key position within a growing online business.
• Opportunities for professional development and career advancement within the e-commerce field are provided.
• Paid time off, including annual leave and sick days, supports work-life balance.
• Join a collaborative team environment that values efficiency and customer satisfaction.
• Further benefits may include performance-based incentives and employee discounts.