Customer Service Representative - E-commerce

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote work arrangement

Health, dental, and vision insurance

Training and development opportunities

Supportive team culture

Job summary

Placements24 is seeking a dedicated Customer Service Representative to join a fully remote team supporting customers across e-commerce channels.

You will be the primary contact for inquiries, providing product and order information while ensuring a high level of customer satisfaction and loyalty. This role emphasizes clear communication, problem-solving, and timely problem resolution from a remote setting.

Qualifications

• Previous experience in a customer service role, preferably in ecommerce or retail.
• Strong written and verbal communication with a friendly tone.
• Good problem-solving skills and patience with customer concerns.
• Proficiency with CRM software and other customer service tools.
• Ability to work independently and manage time in a remote environment.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Provide information about products, services, and order status.
• Process returns, exchanges, and refunds according to company policy.
• Escalate complex issues to appropriate departments for resolution.
• Maintain accurate records of customer interactions and transactions in the CRM system.

Skills

Excellent communication

Problem-solving

Time management

Customer empathy

Tools

CRM software

Live chat tools

Email handling

Job description

About the Role

Our client is looking for a dedicated and empathetic Customer Service Representative to join their fully remote team, serving customers across their expanding e-commerce channels. This role is fundamental to building and maintaining strong customer relationships by providing exceptional support and resolving inquiries efficiently. You will be the primary point of contact for customers, addressing their needs through various communication channels. This position offers a fantastic opportunity to contribute to customer satisfaction and loyalty in a fully remote, supportive work environment, playing a crucial role in the success of the online retail business.

Key Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Provide information about products, services, and order status.
• Process returns, exchanges, and refunds according to company policy.
• Escalate complex issues to appropriate departments for resolution.
• Maintain accurate records of customer interactions and transactions in the CRM system.

Requirements

• Previous experience in a customer service role , preferably in an e-commerce or retail setting.
• Excellent communication skills, both written and verbal, with a clear and friendly tone.
• Strong problem-solving abilities and patience in handling customer concerns.
• Proficiency with CRM software and other customer service tools.
• Ability to work independently and manage time effectively in a remote work environment.
• A passion for providing outstanding customer experiences and representing the brand positively.

Benefits

• Competitive annual salary with potential for performance-based bonuses.
• Fully remote work arrangement, providing flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance.
• Ongoing training and development opportunities to enhance customer service skills.
• A supportive team culture focused on customer satisfaction and continuous improvement.