Customer Service Representative - Retail Focus

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Fully remote

Professional development

Employee discount

Virtual team environment

Paid time off

Performance incentives

Remote work resources

Career progression

Job summary

Placements24 is seeking a qualified Customer Service Representative for a fully remote role. You will be the main point of contact for customers, handling inquiries, order tracking, returns, and general support to ensure a seamless shopping experience.

The ideal candidate has experience in ecommerce or retail, strong communication skills, and the ability to work independently from a home office with a reliable internet connection.

Qualifications

• Experience in ecommerce or retail customer service.
• Excellent written and verbal communication.
• Ability to work independently in a remote setting.
• Reliable internet connection and dedicated workspace.
• High school diploma or equivalent.

Responsibilities

• Respond to customer inquiries via email, chat, and phone.
• Assist customers with product information, order placement, and account management.
• Process returns, exchanges, and refunds according to policy.
• Troubleshoot and resolve customer issues; escalate when needed.
• Maintain CRM records of all customer interactions.
• Provide feedback to management on customer concerns and suggestions.
• Adhere to service standards and quality guidelines.
• Contribute to loyalty and retention efforts.
• Stay updated on product knowledge and company updates.

Skills

Customer service

Communication skills

Problem solving

CRM experience

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a well-established online retail platform, is seeking a dedicated Customer Service Representative to join their expanding team. This is a fully remote position, allowing you to work from the comfort of your home, with the potential to serve customers across various regions, including the scenic area of Mossel Bay, Western Cape, ZA . You will be the primary point of contact for customers, addressing their inquiries, resolving issues, and ensuring a seamless shopping experience. This role demands excellent communication skills, a patient demeanor, and a passion for providing top-tier customer support. You will handle a variety of customer interactions, including order tracking, product inquiries, returns, and general support requests. The ideal candidate is self-motivated, organized, and thrives in an independent work environment. We are looking for individuals who are committed to customer satisfaction and eager to contribute to a positive brand reputation. This is a fantastic opportunity to build your career in customer service within a forward-thinking e-commerce company that values its employees and offers avenues for growth and development. Your dedication to service excellence will be paramount.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist customers with product information, order placement, and account management.
• Process returns, exchanges, and refunds according to company policy.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Maintain accurate records of all customer interactions in the CRM system.
• Identify and escape complex issues to supervisors or relevant departments.
• Provide feedback to management regarding customer concerns and suggestions.
• Adhere to company service standards and quality guidelines.
• Contribute to building customer loyalty and retention.
• Stay up-to-date with product knowledge and company updates.

Requirements

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using computers and common online tools.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent.
• A reliable internet connection and a dedicated workspace.
• Patience, empathy, and a positive attitude towards customer interactions.
• Experience with CRM software is an advantage.
• Familiarity with online retail operations is beneficial.

Benefits

• Competitive salary commensurate with experience.
• Fully remote work arrangement offering flexibility.
• Health insurance options available.
• Opportunities for professional development and training.
• Generous employee discount on our client's products.
• Supportive virtual team environment.
• Paid time off and holiday pay.
• Performance-based incentives.
• Access to resources for remote work setup.
• Clear career progression pathways.