Customer Support Specialist - E-commerce

Placements24; Gqeberha; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Staff discounts on online purchases

Career progression opportunities

Friendly team atmosphere

Performance incentives

Basic medical aid contribution

Paid training provided

Job summary

Placements24 is seeking a Customer Support Specialist to join our client’s online retail team in Port Elizabeth, Eastern Cape. You will handle inquiries across email, live chat, and phone, assist with orders, returns, and tracking, and resolve issues with empathy to maintain customer satisfaction.

The role requires prior customer service or call centre experience in e-commerce, strong communication, and proficiency with CRM tools.

Qualifications

• Previous customer service or call centre experience, preferably in e-commerce.
• Strong written and verbal communication skills.
• Proficient with computers and common software.
• Experience using CRM software and helpdesk platforms is a plus.
• On-site work availability in Port Elizabeth, Eastern Cape.

Responsibilities

• Respond to customer inquiries via email, live chat, and phone promptly and professionally.
• Process orders, returns, exchanges, and refunds per policy.
• Assist customers with product information, stock, and order tracking.
• Resolve complaints empathetically and effectively.
• Maintain accurate customer records in the CRM.
• Identify and escalate priority issues to relevant departments.
• Contribute to support documentation and FAQs.
• Gather customer feedback to improve products and services.
• Ensure consistently high level of service.
• Collaborate to achieve departmental goals.

Skills

Customer service

Communication

Multitasking

Organized

Team collaboration

Education

High school diploma

Tools

CRM software

Helpdesk platforms

Microsoft Office

Job description

About the Role

Our client, a dynamic online retail company, is searching for an enthusiastic Customer Support Specialist to join their dedicated team in Port Elizabeth, Eastern Cape. This role is vital for ensuring a positive shopping experience for all customers, handling inquiries, resolving issues, and providing general support across various communication channels. The ideal candidate is passionate about customer service, possesses excellent communication skills, and thrives in a fast-paced e-commerce environment. This is an excellent opportunity to be part of a growing business located in Port Elizabeth and contribute directly to customer loyalty and satisfaction.

Key Responsibilities

• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Process orders, returns, exchanges, and refunds according to company policy.
• Assist customers with product information, stock availability, and order tracking.
• Resolve customer complaints and issues effectively and empathetically.
• Maintain accurate customer records and interaction details in the CRM system.
• Identify and elevate priority issues to the relevant departments.
• Contribute to the development of support documentation and FAQs.
• Gather customer feedback to help improve products and services.
• Ensure a consistently high level of customer service is delivered.
• Collaborate with team members to achieve departmental goals.

Requirements

• Previous experience in a customer service or call center role, preferably within e-commerce.
• Strong written and verbal communication skills.
• Proficiency with computers and common software applications.
• Experience using CRM software and helpdesk platforms is a plus.
• Ability to multitask and manage time effectively.
• A customer-centric attitude and a passion for helping others.
• High school diploma or equivalent required.
• Must be available to work on-site in Port Elizabeth, Eastern Cape.
• Detail-oriented and organized.

Benefits

• Annual salary of ZAR .
• Staff discounts on online purchases.
• Opportunities for career progression within the company.
• A friendly and supportive team atmosphere.
• Regular performance incentives.
• Basic medical aid contribution.
• Paid training provided.