Customer Experience Champion - E-commerce Operations

Placements24; South Africa; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Placements24 invites applications for a Customer Experience Champion to join our client’s e-commerce team in Tembisa, Gauteng. You will be the primary voice for customers, addressing inquiries, resolving issues, and guiding shoppers through orders and returns.

This office-based role requires excellent communication, CRM experience, and the ability to multitask in a fast-paced environment. You will collaborate with logistics and sales teams to ensure a seamless shopping experience and foster

Qualifications

• Previous experience in customer service or contact center roles, preferably in e-commerce or retail.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Proficiency in using CRM software and order management systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• Residency and eligibility to work in South Africa.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Investigate and resolve customer complaints and issues with empathy and efficiency, ensuring customer satisfaction.
• Process returns, exchanges, and refunds accurately and in accordance with company policies.
• Proactively identify customer needs and provide information about products, promotions, and policies.
• Maintain accurate customer records and interaction details in the company's CRM system.
• Collaborate with the logistics and fulfillment teams to ensure timely delivery and address any shipping-related concerns.
• Gather customer feedback and share insights with relevant departments to improve products and services.
• Assist in the creation and updating of customer service documentation and FAQs.
• Identify opportunities to enhance the overall customer journey and service delivery.
• Adhere to all company policies and procedures related to customer service and data privacy.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Tools

CRM software

Order management systems

Job description

About the Role

Our client, a rapidly expanding e-commerce enterprise, is seeking an enthusiastic and dedicated Customer Experience Champion to join their growing operations in Tembisa, Gauteng. This role is crucial for delivering outstanding customer interactions that align with our client's brand values and service standards. You will be the primary voice for our customers, addressing inquiries, resolving issues, and ensuring a seamless shopping experience across all touchpoints. We are looking for an individual who possesses a genuine passion for customer satisfaction and thrives in a fast-paced, service-oriented environment. The successful candidate will play a key part in maintaining customer loyalty and contributing to the overall success of the e-commerce platform. This is an excellent opportunity for someone looking to make a significant impact in a vibrant industry.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Investigate and resolve customer complaints and issues with empathy and efficiency, ensuring customer satisfaction.
• Process returns, exchanges, and refunds accurately and in accordance with company policies.
• Proactively identify customer needs and provide information about products, promotions, and policies.
• Maintain accurate customer records and interaction details in the company's CRM system.
• Collaborate with the logistics and fulfillment teams to ensure timely delivery and address any shipping-related concerns.
• Gather customer feedback and share insights with relevant departments to improve products and services.
• Assist in the creation and updating of customer service documentation and FAQs.
• Identify opportunities to enhance the overall customer journey and service delivery.
• Adhere to all company policies and procedures related to customer service and data privacy.

Requirements

• Previous experience in a customer service or contact center role, preferably in e-commerce or retail.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to handle challenging customer interactions.
• Proficiency in using customer relationship management (CRM) software and order management systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• A genuine passion for customer service and a commitment to delivering exceptional experiences.
• Must be able to work effectively in a team and independently.
• Residency and eligibility to work in South Africa.
• Willingness to commit to an office-based role in Tembisa.

Benefits

Our client provides a competitive salary, comprehensive health insurance, and opportunities for career advancement within the expanding e-commerce sector. Enjoy regular team-building activities, a positive work culture, and access to employee discounts. This role offers stability and the chance to grow with a company that values its people and their contributions.