Customer Experience Lead - E-commerce Ops (Tembisa)

Placements24; South Africa; Vor Ort; ZAR 134.000 - 201.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Communication

Problem solving

Multitasking

Teamwork

Tools

CRM software

Order management systems

Jobbeschreibung

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