Customer Service Advisor

Outsourcing To South Africa PTY; South Africa; Remote; ZAR 81,000 - 97,000; Part time

Benefits offered by this job

Fully remote work

UK retailer experience

Remote team collaboration

Job summary

Outsourcing To South Africa PTY is seeking a Customer Service Advisor to support a UK online retailer. You will handle emails, resolve order issues, and maintain customer records from a remote SA location.

The role requires at least 2 years in customer service, strong written English, and the ability to work Saturdays, Sundays, and Mondays in UK business hours. You will join a remote team and contribute to high SLA targets.

Qualifications

• 2+ years of experience in customer service or a contact centre environment.
• Experience in e-commerce, online retail, order fulfilment, or logistics customer service is advantageous.
• Excellent written English with outstanding spelling, grammar and attention to detail.
• Ability to write clear, professional, empathetic responses.
• Strong problem-solving skills and ability to investigate issues before responding.

Responsibilities

• Respond to a high volume of customer enquiries via email in a timely, professional manner.
• Assist with order confirmations, status updates, tracking information, delivery delays, and shipping queries.
• Investigate and resolve missing, delayed, damaged, incorrect, or incomplete orders.
• Handle returns, refunds, exchanges, replacements, and order cancellations per policy.
• Respond to product enquiries, stock availability questions, pricing queries, and general online shopping questions.
• De-escalate difficult interactions and identify practical customer-focused solutions.
• Escalate complex cases to relevant teams when needed.
• Liaise with warehouse, logistics, and management to resolve issues.
• Maintain accurate customer records and update CRM and order systems.
• Follow established procedures and SLAs.

Skills

Customer service

Written English

Problem solving

Multitasking

Communication

Independent work

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Job description

Working Days: Saturday to Monday (3 days per week)

Working Hours: 8:30am – 5:30pm UK time, with a 30-minute lunch break

Salary: R8,000 per month

Positions Available: 1

About the Opportunity

We are recruiting a Customer Service Advisor to join the customer support team of an established UK e-commerce retailer.This is an excellent opportunity for an experienced customer service professional who enjoys helping customers, solving problems, and delivering exceptional service in a fast-paced online retail environment.

Working remotely from South Africa, you will primarily handle customer enquiries via email, assisting with a wide range of order-related queries, delivery issues, returns, refunds, complaints, and general customer support requests.We are looking for someone who is professional, detail-oriented, solutions-focused, and confident managing customer enquiries independently while maintaining a high standard of written communication.

Key Responsibilities

• Respond to a high volume of customer enquiries via email in a timely, professional, and friendly manner.
• Assist customers with order confirmations, order status updates, tracking information, delivery delays, and shipping queries.
• Investigate and resolve issues involving missing, delayed, damaged, incorrect, or incomplete orders.
• Handle customer requests relating to returns, refunds, exchanges, replacements, and order cancellations in line with company policies.
• Respond to product enquiries, stock availability questions, pricing queries, and general online shopping questions.
• Manage customer complaints professionally, demonstrating empathy and taking ownership of issues through to resolution.
• De-escalate challenging customer interactions and identify practical, customer-focused solutions.
• Escalate complex, sensitive, or unresolved cases to the relevant team members when necessary.
• Liaise with internal departments, including warehouse, logistics, and management teams, to resolve customer issues.
• Maintain accurate customer records and update CRM, order management, and customer support systems.
• Follow established procedures, service standards, and company policies when handling enquiries.
• Prioritise urgent cases and manage multiple customer conversations efficiently.
• Meet response time targets, service level agreements (SLAs), and customer service quality standards.
• Identify recurring customer issues and communicate trends or potential improvements to management.
• Handle customer information confidentially and in accordance with data protection requirements.
• Adapt to changing priorities and increased enquiry volumes during busy retail periods.
• Work independently while maintaining effective communication with the wider remote team.
• At least 2 years of experience in customer service, customer support, or a contact centre environment.
• Previous experience in e-commerce, online retail, order fulfilment, or logistics customer service is highly advantageous.
• Excellent written English, with outstanding spelling, grammar, punctuation, and attention to detail.
• Ability to write clear, professional, empathetic, and personalised responses.
• Strong problem-solving skills and the ability to investigate issues before responding.
• Experience handling complaints and resolving customer dissatisfaction professionally.
• Excellent organisational skills and the ability to prioritise competing tasks.
• Comfortable managing a high-volume inbox while maintaining accuracy and service quality.
• Strong multitasking skills and the ability to manage multiple customer cases simultaneously.
• Experience with CRM or customer support platforms such as Zendesk, Gorgias, Freshdesk, Intercom, or similar is advantageous.
• Familiarity with e-commerce platforms, order management systems, and shipping or tracking tools is beneficial.
• Ability to follow processes accurately while using sound judgement to resolve customer issues.
• Strong initiative, accountability, and a proactive approach to customer support.
• Reliable attendance, punctuality, and the ability to work independently in a remote environment.
• A stable internet connection and a suitable, quiet home-working environment.
• Willingness to work every Saturday, Sunday, and Monday.
• Ability to work the specified UK business hours, which may differ from South African time during daylight-saving changes.

Ideal Candidate Profile

The successful candidate will be someone who genuinely enjoys helping people and takes pride in delivering an excellent customer experience. You should be calm under pressure, confident dealing with dissatisfied customers, and capable of finding solutions without needing constant supervision.

You should also be highly organised, dependable, adaptable, and comfortable working in a busy online retail environment where customer expectations and enquiry volumes can change quickly.

What We Offer

• Fully remote work from South Africa.
• A position with an established UK online retailer.
• Three working days per week: Saturday, Sunday, and Monday.
• Monthly remuneration of *R8,000*.
• International customer service experience and the opportunity to develop valuable e-commerce support skills.