Customer Experience Lead - E-commerce (Hybrid, Durban)

Placements24; Durban; Hybride; ZAR 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Competitive salary package

Medical aid and retirement fund

Training & development

Team events

Paid annual leave and sick leave

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Communication skills

Empathy

Active listening

Multitasking

Outils

CRM software

Helpdesk systems

Payment gateways

Description du poste

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.