Customer Service Representative - E-commerce Operations

Placements24; East London; On-site; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement plan

Training opportunities

Team environment

Paid leave

Employee discounts

Career progression

Team events

Job summary

Placements24 in East London, Eastern Cape, is seeking a Customer Service Representative to join the on-site operations team. You will respond to customer inquiries via phone, email and live chat, provide product information, track orders, and handle returns and exchanges to ensure a positive shopping experience.

The ideal candidate is friendly, patient and has excellent verbal and written communication skills, with a keen eye for detail and comfort using CRM or helpdesk software.

Qualifications

• Experience in customer service or related role preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric attitude.
• Proficiency with computers and basic office software.
• Ability to multitask in a fast-paced environment.
• Experience with CRM or helpdesk software is advantageous.
• High school diploma or equivalent required; further education is a plus.

Responsibilities

• Respond to customer inquiries via phone, email and live chat.
• Assist customers with product information, order tracking and returns/exchanges.
• Process orders, returns and exchanges accurately and efficiently.
• Troubleshoot and resolve issues related to orders, payments and defects.
• Maintain product knowledge to assist customers effectively.
• Document interactions and resolutions in the CRM system.
• Identify opportunities to improve the customer experience and provide feedback.
• Escalate complex issues to supervisors when needed.
• Adhere to policies to ensure consistent service delivery.
• Collaborate with colleagues to support the team.

Skills

Customer service

Communication skills

Interpersonal skills

CRM software

Time management

Education

High school diploma

Further education

Tools

CRM / helpdesk software

Job description

About the Role

Our client, a rapidly growing e-commerce retailer, is seeking a dedicated Customer Service Representative to join their operations team. This role is essential for providing exceptional support to customers, ensuring their shopping experience is positive and efficient. The ideal candidate will be friendly, patient, and possess excellent communication skills, with a passion for helping others. This is a fantastic opportunity for individuals starting their career in customer service or looking to gain experience in the dynamic e-commerce sector. You will be the voice of the company, resolving inquiries and ensuring customer satisfaction across various touchpoints. This position is based at our client's offices in **East London, Eastern Cape**, requiring a full-time, on-site presence to facilitate team collaboration and direct customer engagement.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Assist customers with product information, order tracking, and returns/exchanges.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Troubleshoot and resolve customer issues related to orders, payments, and product defects.
• Maintain a high level of product knowledge to effectively assist customers.
• Document all customer interactions and resolutions in the company's CRM system.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Adhere to company policies and procedures to ensure consistent service delivery.
• Contribute to a positive team environment and collaborate with colleagues.
• Ensure customer satisfaction by providing accurate information and efficient solutions.

Requirements

• Previous experience in customer service or a related role is preferred, particularly in e-commerce or retail.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a friendly, customer-centric attitude.
• Proficiency in using computers and basic office software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with CRM or helpdesk software is an advantage.
• High school diploma or equivalent required; further education is a plus.
• Must be able to work full-time in **East London, Eastern Cape**.
• Reliable and punctual with a strong work ethic.

Benefits

• Competitive entry-level salary.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for training and skill development.
• A vibrant and supportive team environment.
• Paid annual leave and public holidays.
• Employee discounts on company products.
• Potential for career advancement within the e-commerce operations team.
• Regular team engagement activities.