Customer Experience Champion - E-commerce Support

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

Benefits offered by this job

Hybrid work

Competitive salary package

Medical aid and retirement fund

Training & development

Team events

Paid annual leave and sick leave

Job summary

Placements24 is seeking a Customer Experience Champion to join our Durban team. You will handle inquiries across phone, email, live chat and social channels, resolve issues, and guide customers through the online shopping journey with empathy and speed.

This role offers hybrid work in Durban, collaboration with logistics, marketing and product teams, and opportunities to shape service practices. A proven customer service background and excellent communication are essential.

Qualifications

• Previous experience in customer service or support, preferably within e-commerce or retail.
• Exceptional written and verbal communication, with a friendly and professional demeanor.
• Strong empathy and active listening to understand and address customer needs.
• Proficiency with CRM and helpdesk tools used to manage customer interactions.
• Ability to multitask and stay organized in a fast-paced environment.
• Based in or able to commute to Durban for hybrid work arrangement.
• Experience with online payment gateways and order management is a plus.

Responsibilities

• Handle a high volume of customer inquiries across channels including phone, email, live chat, and social media.
• Provide prompt, accurate, and friendly responses regarding orders, products, shipping, and returns.
• Resolve customer issues with empathy and strive for first-contact resolution.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Assist customers in navigating the e-commerce platform and its features.
• Process orders, returns, and exchanges accurately and efficiently.
• Maintain detailed records of interactions in the CRM system.
• Collaborate with logistics, marketing, and product teams to address customer needs.

Skills

Customer service

Communication skills

Empathy

Active listening

Multitasking

Tools

CRM software

Helpdesk systems

Payment gateways

Job description

About the Role

Our client, a leading e-commerce platform experiencing rapid growth, is seeking an enthusiastic and dedicated Customer Experience Champion to join their vibrant team in Durban, KwaZulu-Natal . This role is central to ensuring every customer interaction reflects our client's commitment to excellence and fosters loyalty. You will be at the forefront of client engagement, addressing inquiries, resolving issues, and proactively enhancing the overall customer journey. The ideal candidate will possess exceptional communication skills, a deep understanding of customer needs, and a passion for delivering outstanding service in the fast-paced world of online retail. This is a unique opportunity to shape the customer experience for a well-known brand and contribute significantly to the company's success. Join us in Durban, KwaZulu-Natal and make a real difference.

Key Responsibilities

• Handle a high volume of customer inquiries across multiple channels including phone, email, live chat, and social media in Durban, KwaZulu-Natal .
• Provide prompt, accurate, and friendly responses to customer questions regarding orders, products, shipping, and returns.
• Resolve customer complaints and issues with empathy and efficiency, striving for first-contact resolution.
• Proactively identify opportunities to improve the customer experience and provide feedback to management.
• Assist customers with navigating the e-commerce platform and utilizing its features.
• Process orders, returns, and exchanges accurately and efficiently.
• Maintain detailed records of customer interactions and resolutions in the company's CRM system.
• Collaborate with internal teams (logistics, marketing, product) to address customer needs and trends.
• Contribute to the development of customer service best practices and training materials.

Requirements

• Previous experience in a customer service or support role, preferably within e-commerce or retail.
• Exceptional communication skills, both written and verbal, with a friendly and professional demeanor.
• Strong empathy and active listening skills, with the ability to understand and address customer needs.
• Proficiency in using customer service software and tools, including CRM and helpdesk systems.
• Ability to multitask and manage time effectively in a dynamic, fast-paced environment.
• A positive attitude and a genuine passion for helping customers.
• Experience with online payment gateways and order management systems is a plus.
• Must be based in or able to commute to Durban, KwaZulu-Natal for hybrid work expectations.
• Resilience and the ability to handle challenging customer interactions professionally.

Benefits

• Our client offers a competitive salary package, reflecting your skills and experience.
• In addition to your base pay, you will be eligible for performance bonuses.
• Comprehensive benefits include medical aid and retirement fund contributions.
• This role provides a hybrid work arrangement, offering flexibility.
• You will have access to continuous training and development opportunities to enhance your skills.
• Enjoy a vibrant company culture, regular team events, and opportunities for career growth within a leading e-commerce player.
• Paid annual leave and sick leave are provided.

The role is based in Durban, KwaZulu-Natal , providing a great working environment in a key economic hub.