Customer Support Specialist - E-commerce Operations

Placements24; East London; On-site; ZAR 201,000 - 312,000; Full time

Benefits offered by this job

Competitive salary and benefits

Medical aid

Retirement contributions

Training and development

Career advancement opportunities

Job summary

Placements24 is seeking a Customer Support Specialist for our East London, Eastern Cape office. You will be the first point of contact for customers, handling inquiries about orders, products, returns, and general assistance across email, phone, and live chat.

You will resolve issues related to orders, payments, and accounts, process returns, and document all interactions in the CRM. The role requires excellent English communication, a patient, problem-solving mindset, and the ability to thrive

Qualifications

• Excellent verbal and written English communication.
• Experience in customer support or e-commerce.
• Ability to document interactions clearly in CRM.
• Strong organizational and multitasking abilities.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a prompt and professional manner.
• Assist customers with product information, order tracking, and delivery inquiries.
• Resolve customer issues related to orders, payments, and account management.
• Process returns, exchanges, and refunds efficiently according to company policies.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify customer needs and proactively offer solutions or product recommendations.
• Escalate complex issues to the appropriate departments for resolution.
• Contribute to improving customer service processes and overall customer satisfaction.
• Must be available to work full-time in our East London, Eastern Cape office.
• Familiarity with online retail operations and common e-commerce platforms is beneficial.

Skills

Communication skills

Problem solving

Attention to detail

Fast-paced environment

Education

High school diploma or equivalent

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a rapidly expanding online retailer, is seeking a dedicated Customer Support Specialist to join their team in East London, Eastern Cape . This role is vital for ensuring a seamless and positive customer experience throughout their online shopping journey. You will be the first point of contact for customers, addressing inquiries about orders, products, returns, and providing general assistance via multiple channels. This is an exciting opportunity to contribute to a growing business and develop your career in customer service. We are looking for an individual with exceptional communication skills, a problem-solving mindset, and a passion for delivering outstanding service. The ideal candidate will be detail-oriented and thrive in a fast-paced operational environment.

Key Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a prompt and professional manner.
• Assist customers with product information, order tracking, and delivery inquiries.
• Resolve customer issues related to orders, payments, and account management.
• Process returns, exchanges, and refunds efficiently according to company policies.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify customer needs and proactively offer solutions or product recommendations.
• Escalate complex issues to the appropriate departments for resolution.
• Contribute to improving customer service processes and overall customer satisfaction.
• Must be available to work full-time in our East London, Eastern Cape office.
• Familiarity with online retail operations and common e-commerce platforms is beneficial.

Requirements

• High school diploma or equivalent; further education or customer service certifications are a plus.
• Proven experience in a customer support or e-commerce related role.
• Excellent verbal and written communication skills in English.
• Proficiency in using customer relationship management (CRM) software and ticketing systems.
• Strong organizational skills and the ability to manage multiple tasks effectively.
• A patient and empathetic approach to customer service.
• Ability to work independently and as part of a team.

Benefits

• Our client offers a competitive salary, opportunities for performance incentives, and a comprehensive benefits package including medical aid and retirement contributions.
• Employees receive extensive training on products and customer service best practices, with clear pathways for career advancement within the company.
• We foster a positive and supportive work environment in East London, Eastern Cape , encouraging a healthy work-life balance.