Customer Service Representative - Online Retail

Placements24; Paarl; Hybrid; ZAR 156,000 - 246,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Hybrid work

Training opportunities

Employee discounts

Supportive team

Job summary

Placements24 is seeking a Customer Service Representative for a hybrid role combining remote work with on-site engagement in Paarl. You will be the first point of contact for customers, handling inquiries via phone, email, and chat, and ensuring a positive post-purchase experience.

This role emphasises building customer loyalty and maintaining a top-notch reputation in the online marketplace. The ideal candidate has experience in e-commerce and strong communication skills.

Qualifications

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent communication skills, both written and verbal.
• Proficiency in using CRM software and customer service platforms.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Ability to work independently and as part of a team in a hybrid work setting.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding orders, products, shipping, and returns.
• Resolve customer issues and complaints effectively, aiming for first-contact resolution whenever possible.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide product information and basic technical support to customers.
• Collaborate with other departments to resolve complex customer issues.
• Contribute to customer service improvement initiatives based on feedback and observed trends.

Skills

Excellent communication

Problem-solving

Hybrid work capability

Teamwork

Independent work

Tools

CRM software

Customer service platforms

Job description

About the Role

Our client is seeking a dedicated and customer-centric Customer Service Representative to join their online retail support team. This hybrid role offers a mix of remote work and on-site engagement, providing flexibility while maintaining team connection. You will be the first point of contact for customers, resolving inquiries via phone, email, and chat, and ensuring a positive post-purchase experience. Your role is vital in building customer loyalty and maintaining the company's reputation for excellent service in the competitive online marketplace.

Key Responsibilities

• Respond promptly and professionally to customer inquiries regarding orders, products, shipping, and returns.
• Resolve customer issues and complaints effectively, aiming for first-contact resolution whenever possible.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide product information and basic technical support to customers.
• Collaborate with other departments (e.g., sales, logistics) to resolve complex customer issues.
• Contribute to customer service improvement initiatives based on feedback and observed trends.

Requirements

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent communication skills, both written and verbal.
• Proficiency in using CRM software and customer service platforms.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Ability to work independently and as part of a team in a hybrid work setting.

Benefits

• Competitive salary and potential for performance-based incentives.
• Hybrid work model combining remote and on-site flexibility.
• Opportunities for training and skill development in customer relations.
• Employee discounts on company products.
• A supportive team environment focused on customer satisfaction.