Customer Experience Specialist - E-commerce

Placements24; Stellenbosch; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Medical and dental

Employee discount

Paid time off

Career development

Office culture

Team events

Performance bonuses

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a Customer Experience Specialist who thrives on delivering outstanding service in online retail. You will manage inquiries across email, phone, live chat, and social channels, guiding customers through their shopping journey and ensuring a memorable experience.

The role requires on-site presence in Stellenbosch and collaboration with marketing and operations to maintain a consistent customer journey.

Qualifications

• Experience in customer service, preferably in ecommerce or retail.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency with ecommerce platforms and CRM systems.
• Ability to stay calm under pressure and solve problems.
• Team player with detail-oriented and organized approach.

Responsibilities

• Respond to inquiries and resolve issues via email, phone, live chat, and social media.
• Process orders, returns, and exchanges accurately.
• Provide product information and assist customers during shopping.
• Gather feedback and identify trends to improve products and services.
• Handle complaints with empathy and professionalism.
• Collaborate with marketing and operations for consistency.
• Contribute to customer service policies and procedures.
• Maintain knowledge of products, promotions, and policies.
• Strive to exceed expectations and build brand loyalty.

Skills

Communication

Active listening

Interpersonal skills

Problem solving

CRM systems

E-commerce platforms

Customer support tools

Team player

Fast-paced environment

Tools

CRM systems

E-commerce platforms

Customer support tools

Job description

About the Role

Our client, a leading name in the e-commerce sector, is looking for an enthusiastic and customer-focused Customer Experience Specialist to join their dynamic team in Stellenbosch, Western Cape . This role is central to ensuring that every customer interaction contributes to a positive and memorable shopping experience. The ideal candidate will have a passion for delivering exceptional service and a deep understanding of online retail dynamics. This is a fantastic opportunity to shape customer journeys and contribute to the growth of a thriving online business. The role requires your presence at our client's Stellenbosch, Western Cape office, fostering a collaborative and engaging team environment. You will be the voice of the customer, ensuring their needs are met and their expectations are exceeded at every touchpoint.

Key Responsibilities

• Respond to customer inquiries and resolve issues via email, phone, live chat, and social media platforms.
• Process orders, returns, and exchanges efficiently and accurately.
• Provide product information and assistance to customers throughout their shopping journey.
• Gather customer feedback and identify trends to improve products and services.
• Handle customer complaints with empathy and professionalism, aiming for satisfactory resolution.
• Collaborate with marketing and operations teams to ensure a consistent customer experience.
• Contribute to the development of customer service policies and procedures.
• Maintain a thorough understanding of the company's products, promotions, and policies.
• Strive to exceed customer expectations and build brand loyalty.

Requirements

• Previous experience in customer service, preferably within the e-commerce or retail industry.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using e-commerce platforms, CRM systems, and customer support tools.
• Strong problem-solving abilities and the capacity to handle stressful situations calmly.
• A genuine passion for delivering outstanding customer service.
• Ability to work effectively as part of a team in a fast-paced environment.
• Must be available to work on-site in Stellenbosch, Western Cape .
• Detail-oriented with strong organizational skills.
• Familiarity with online marketing and sales processes is a plus.

Benefits

• An annual salary of R .
• Comprehensive medical and dental coverage.
• Generous employee discount on company products.
• Paid time off and company holidays.
• Opportunities for training and career advancement within the e-commerce sector.
• A vibrant and collaborative office culture.
• Regular team social events.
• Performance bonuses.