Customer Support Associate - E-commerce Specialist

Placements24; East London; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive salary

Professional development opportunities

Paid training

Employee discounts on fashion merchand

East London office access

Job summary

Placements24 is seeking a diligent Customer Support Associate for an ecommerce-focused role in East London, Eastern Cape. The hybrid position combines remote work with time in our client's modern office, supporting online orders, product information, and returns with a focus on a seamless customer experience.

You will handle inquiries via email, chat, and phone, troubleshoot website issues, guide customers through account management, and collaborate with logistics to resolve complex cases.

Qualifications

• Previous experience in customer service, preferably in an e-commerce environment.
• Familiarity with online shopping platforms and order management systems.
• Strong written and verbal communication skills.
• Excellent problem-solving abilities and attention to detail.
• Proficiency with computers, internet browsing, and basic troubleshooting.

Responsibilities

• Respond to customer inquiries via email, chat, and phone regarding online orders, shipping, and returns.
• Provide detailed product information and assist customers with product selection.
• Guide customers through the website, helping them with account management and order placement.
• Troubleshoot common e-commerce issues, such as website errors or payment processing problems.
• Process returns, exchanges, and refunds efficiently and accurately.
• Document all customer interactions and resolutions in the support ticketing system.
• Collaborate with the e-commerce and logistics teams to resolve complex customer issues.
• Gather customer feedback and report trends to identify areas for website and service improvement.
• Maintain a high level of product knowledge and stay updated on promotions and new arrivals.
• Ensure customer satisfaction by providing prompt, accurate, and friendly support in this Hybrid role.

Job description

About the Role

Our client, a fast-growing online fashion retailer, is seeking a diligent Customer Support Associate with a specialization in e-commerce support. This hybrid role, based in East London, Eastern Cape, offers the flexibility to work both remotely and from our client's modern office facilities. You will be responsible for assisting customers with inquiries related to online orders, product information, website navigation, and returns. This position requires excellent communication skills, a keen eye for detail, and a passion for providing a seamless online shopping experience. Join our client's vibrant team in East London and contribute to their success in the dynamic e-commerce landscape.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone regarding online orders, shipping, and returns.


• Provide detailed product information and assist customers with product selection.


• Guide customers through the website, helping them with account management and order placement.


• Troubleshoot common e-commerce issues, such as website errors or payment processing problems.


• Process returns, exchanges, and refunds efficiently and accurately.


• Document all customer interactions and resolutions in the support ticketing system.


• Collaborate with the e-commerce and logistics teams to resolve complex customer issues.


• Gather customer feedback and report trends to identify areas for website and service improvement.


• Maintain a high level of product knowledge and stay updated on promotions and new arrivals.


• Ensure customer satisfaction by providing prompt, accurate, and friendly support in this Hybrid role.

Requirements

• Previous experience in customer service, preferably within an e-commerce environment.


• Familiarity with online shopping platforms and order management systems.


• Strong written and verbal communication skills.


• Excellent problem-solving abilities and attention to detail.


• Proficiency with computers, internet browsing, and basic troubleshooting.


• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.


• Experience working in a Hybrid work setting is beneficial.


• A customer-focused attitude and a willingness to go the extra mile.


• High school diploma or equivalent required.


• Must be able to commute to our East London office for designated workdays.

Benefits

• Hybrid work arrangement offering flexibility.


• Competitive salary and potential for performance-based incentives.


• Opportunities for professional development and skill enhancement.


• Paid training provided to ensure success in the role.


• Generous employee discounts on fashion merchandise.


• A fun and energetic work culture in East London.


• Contribution to a retirement fund.


• Exposure to the exciting world of online retail.


• Modern office space with convenient access to amenities.


• Regular team social events and recognition.