Customer Support Specialist - E-commerce Retail

Placements24; Gqeberha; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Employee discount

Training opportunities

Paid time off

Medical aid

Pension fund

Team events

Career growth

Job summary

Placements24 in Port Elizabeth, Eastern Cape, is seeking a Customer Support Specialist to assist customers with online orders, tracking, and product inquiries. You will be the brand voice, delivering a high-quality shopping experience in a hybrid work setup that blends remote work with Port Elizabeth office collaboration.

The role requires strong communication, problem-solving, and familiarity with CRM tools.

Qualifications

• Experience in customer service, preferably in e-commerce.
• Excellent written and verbal communication.
• Familiar with CRM software and ecommerce platforms.

Responsibilities

• Handle inquiries via email, live chat, and phone regarding orders, products, shipping, and returns.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Provide product information and recommendations to customers.
• Troubleshoot and resolve customer issues related to online orders and website functionality.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Gather customer feedback and share insights with the relevant teams to improve services and products.
• Escalate complex issues to supervisors or other departments when necessary.
• Assist in managing customer reviews and social media inquiries related to support.
• Ensure a high level of customer satisfaction is maintained at all times.
• Adhere to company policies and procedures regarding customer service.

Skills

Customer service

Communication

Problem solving

CRM experience

E-commerce platforms

Multitasking

Attention to detail

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a thriving online retail business, is seeking a dedicated Customer Support Specialist to join their team in **Port Elizabeth, Eastern Cape**. This role focuses on providing exceptional service to customers navigating online purchases, order tracking, and product inquiries. You will be the voice of the brand, ensuring a positive and seamless shopping experience. The ideal candidate is passionate about customer satisfaction, possesses excellent communication skills, and thrives in a dynamic retail environment. This position offers a **hybrid** work model, combining the flexibility of remote work with the collaborative benefits of working in our **Port Elizabeth** office. Join us to help grow our client's customer base and build lasting relationships.

Key Responsibilities

• Handle customer inquiries via email, live chat, and phone regarding orders, products, shipping, and returns.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Provide product information and recommendations to customers.
• Troubleshoot and resolve customer issues related to online orders and website functionality.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Gather customer feedback and share insights with the relevant teams to improve services and products.
• Escalate complex issues to supervisors or other departments when necessary.
• Assist in managing customer reviews and social media inquiries related to support.
• Ensure a high level of customer satisfaction is maintained at all times.
• Adhere to company policies and procedures regarding customer service.

Requirements

• Previous experience in customer service, preferably in e-commerce or retail.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-first attitude.
• Proficiency with e-commerce platforms and CRM software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; further education is a plus.
• Familiarity with online shopping processes and common customer concerns.
• Team player with a positive and adaptable demeanor.
• Comfortable working both remotely and in an office setting in **Port Elizabeth**.
• Attention to detail in managing customer data and order information.

Benefits

• Annual salary of R .
• Hybrid work arrangement offering flexibility.
• Employee discount on company products.
• Opportunities for training and skill development.
• Paid time off and public holidays.
• A friendly and supportive team environment.
• Potential for career growth within the company.
• Contribution towards medical aid.
• Pension fund participation.
• Regular team events.