Customer Experience Representative - E-commerce Support

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

Benefits offered by this job

Hybrid work model

Employee discounts

Advancement opportunities

Health and wellness programs

Paid training

Job summary

Placements24 is seeking a Customer Experience Representative in Port Elizabeth, Eastern Cape for a hybrid role. You will be the first point of contact, handling inquiries, resolving order issues, and providing product information to ensure a seamless shopping experience.

The ideal candidate has at least 2 years in customer service, strong communication skills, and experience with CRM systems like Zendesk or Freshdesk.

Qualifications

• 2+ years of experience in customer service, preferably within an e-commerce or retail environment.
• Excellent written and verbal communication skills.
• Proficiency in using customer service software and e-commerce platforms.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat regarding orders, shipping, returns, and product information.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Troubleshoot and resolve customer issues related to their online shopping experience.
• Provide product recommendations and assistance to customers.
• Maintain a high level of product knowledge to effectively answer customer questions.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate internal teams for resolution.
• Gather customer feedback to identify areas for improvement in products and services.
• Contribute to maintaining positive customer relationships and fostering brand loyalty.
• Assist with website navigation and basic technical troubleshooting for customers.

Skills

Customer service

Communication

CRM systems

Live chat

Education

High school diploma or equivalent

Tools

Zendesk

Freshdesk

Job description

About the Role

Our client, a thriving e-commerce platform, is seeking an energetic and customer-focused Customer Experience Representative to join their team in Port Elizabeth, Eastern Cape. This role is instrumental in ensuring our customers have a seamless and positive shopping experience. You will be the first point of contact, assisting customers with inquiries, resolving order issues, and providing product information. The ideal candidate is empathetic, detail-oriented, and possesses excellent communication skills. This position offers a Hybrid work arrangement, allowing for a balance between in-office collaboration and remote flexibility, perfect for professionals in the Port Elizabeth area seeking a dynamic role in the rapidly expanding e-commerce sector.

Key Responsibilities

• Respond to customer inquiries via email, phone, and live chat regarding orders, shipping, returns, and product information.


• Process customer orders, returns, and exchanges efficiently and accurately.


• Troubleshoot and resolve customer issues related to their online shopping experience.


• Provide product recommendations and assistance to customers.


• Maintain a high level of product knowledge to effectively answer customer questions.


• Document all customer interactions and resolutions in the CRM system.


• Escalate complex issues to the appropriate internal teams for resolution.


• Gather customer feedback to identify areas for improvement in products and services.


• Contribute to maintaining positive customer relationships and fostering brand loyalty.


• Assist with website navigation and basic technical troubleshooting for customers.

Requirements

• Minimum of 2 years of experience in customer service, preferably within an e-commerce or retail environment.


• Excellent written and verbal communication skills.


• Proficiency in using customer service software and e-commerce platforms.


• Strong problem-solving abilities and a customer-centric mindset.


• Ability to multitask and manage time effectively in a fast-paced environment.


• Experience with live chat support is a plus.


• Familiarity with CRM systems (e.g., Zendesk, Freshdesk).


• Must be able to work from the office in Port Elizabeth, Eastern Cape part-time, with the option for remote work.


• High school diploma or equivalent required.


• A positive attitude and strong work ethic are essential.

Benefits

• Competitive hourly wage or annual salary.


• Hybrid work model offering flexibility.


• Employee discounts on products.


• Opportunities for advancement within the e-commerce industry.


• Health and wellness programs.


• A vibrant and supportive team environment.


• Paid training to enhance customer service skills.