Customer Experience Specialist - Online Retail

Placements24; Gqeberha; Hybrid; ZAR 250,000 - 420,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical and dental coverage

Employee discounts on retail products

Supportive team culture

Job summary

Placements24 is seeking a Customer Experience Specialist to enhance the online retail journey for shoppers in Port Elizabeth. This hybrid role emphasizes listening to feedback, identifying pain points, and implementing strategies to improve satisfaction and loyalty.

You will advocate for the customer and ensure every brand interaction is positive, requiring excellent communication in a dynamic online retail environment.

Qualifications

• Minimum of 3 years of experience in customer service or related roles.
• Proven ability to handle difficult customer situations with empathy and professionalism.
• Strong analytical skills to interpret customer feedback and data.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor and analyze customer feedback across channels (surveys, reviews, social media) to identify trends.
• Develop and implement strategies to enhance the overall customer journey on the e-commerce platform.
• Respond to customer inquiries and resolve complaints efficiently and professionally, aiming for first-contact resolution.
• Collaborate with internal teams (marketing, operations, IT) to address customer-related issues and implement solutions.
• Contribute to the development of customer service policies and best practices.

Skills

Customer service

Empathy

Analytical skills

Communication skills

Tools

CRM systems

Feedback tools

Job description

Our client is seeking a customer-centric and empathetic Customer Experience Specialist to enhance the online retail journey for their shoppers in Port Elizabeth . This hybrid role involves actively listening to customer feedback, identifying pain points, and implementing strategies to improve satisfaction and loyalty. You will be a key advocate for the customer, working to ensure every interaction with the brand is positive and memorable. This position requires excellent communication skills and a passion for delivering outstanding service in a dynamic online retail environment.

Key Responsibilities

• Monitor and analyze customer feedback across various channels (surveys, reviews, social media) to identify trends and areas for improvement.
• Develop and implement strategies to enhance the overall customer journey on the e-commerce platform.
• Respond to customer inquiries and resolve complaints efficiently and professionally, aiming for first-contact resolution.
• Collaborate with internal teams (marketing, operations, IT) to address customer-related issues and implement solutions.
• Contribute to the development of customer service policies and best practices.

Requirements

• Minimum of 3 years of experience in customer service, customer experience, or a related role, preferably in online retail.
• Proven ability to handle difficult customer situations with empathy and professionalism.
• Strong analytical skills with the ability to interpret customer feedback and data.
• Excellent written and verbal communication skills.
• Familiarity with CRM systems and customer feedback tools.

Benefits

• Competitive salary and potential for performance-related bonuses.
• Hybrid work arrangement, offering flexibility with a base in Port Elizabeth .
• Comprehensive medical and dental coverage.
• Employee discounts on a wide range of retail products.
• A positive and supportive team culture focused on customer satisfaction.