E-commerce Customer Experience (CX) Specialist

Placements24; Soweto; On-site; ZAR 180,000 - 250,000; Full time

Benefits offered by this job

Competitive salary

Structured training

Medical aid

Paid time off

Career growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist in Soweto to enhance satisfaction and loyalty across the online journey. You will advocate for customers, resolve inquiries, and gather feedback to drive improvements in the entire customer lifecycle.

You’ll collaborate with marketing and operations to address systemic issues, develop self-service content, and deliver consistent, empathetic support. A strong communicator with a passion for online retail is essential.

Qualifications

• Proven experience in customer service in e-commerce/retail preferred.
• Excellent written and verbal communication with a friendly, professional demeanor.
• Strong problem‑solving and de-escalation abilities.
• Proficiency with CRM software and help desk tools.
• High school diploma or equivalent; further certs in customer service are a plus.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat promptly and professionally.
• Troubleshoot orders, shipping, returns, and product information issues.
• Provide product information to assist customers in buying decisions.
• Collect and analyze customer feedback to identify trends and improvements.
• Document interactions and resolutions in the CRM system.
• Collaborate with marketing and operations to address systemic issues.
• Help update FAQs, scripts, and knowledge base articles.
• Champion customer-centricity across the organization.

Skills

Customer service

Communication

De-escalation

CRM software

Help desk tools

Multitasking

Team collaboration

Time management

Education

High school diploma

Tools

CRM software

Help desk tools

Job description

About the Role

Our client, a customer-centric online retailer, is seeking a dedicated and empathetic E-commerce Customer Experience (CX) Specialist to enhance customer satisfaction and loyalty. Based in Soweto, Gauteng , this role is instrumental in ensuring every customer interaction is positive and memorable, from initial browsing to post-purchase support. The ideal candidate possesses exceptional communication skills, a deep understanding of customer service principles, and a passion for creating seamless online experiences. You will be the frontline advocate for our customers, resolving inquiries, addressing concerns, and gathering feedback to drive continuous improvement across all touchpoints. This is a vital position within our client's organization, contributing directly to brand reputation and repeat business in the vibrant Soweto community. Join a team committed to putting the customer first and delivering outstanding service.

Key Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a prompt, professional, and helpful manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information.
• Provide product information and guidance to assist customers in making informed purchase decisions.
• Gather and analyze customer feedback to identify trends, pain points, and areas for service improvement.
• Document customer interactions and resolutions accurately in the CRM system.
• Proactively identify opportunities to enhance the overall customer journey and experience on the e-commerce platform.
• Assist with managing the returns and exchange process, ensuring a smooth and satisfactory resolution for customers.
• Collaborate with other departments (e.g., marketing, operations) to address systemic customer issues.
• Contribute to the development and updating of customer service scripts, FAQs, and knowledge base articles.
• Champion customer-centricity throughout the organization, sharing insights and advocating for customer needs.

Requirements

• Proven experience in customer service, preferably within an e-commerce or retail environment.
• Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
• Strong problem-solving abilities and a knack for de-escalating challenging situations.
• Proficiency in using customer relationship management (CRM) software and help desk tools.
• A genuine passion for providing outstanding customer service and building customer loyalty.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
• Detail-oriented with a commitment to accuracy in documentation and follow-up.
• Ability to work collaboratively within a team environment.
• Basic understanding of e-commerce operations and online retail processes.
• High school diploma or equivalent; further education or certification in customer service is a plus.

Benefits

• Competitive salary and performance-based incentives.
• Opportunity to work within a customer-focused organization in Soweto .
• A supportive and team-oriented work environment.
• Comprehensive training on products, systems, and customer service best practices.
• Medical aid and retirement fund contributions.
• Paid time off and public holidays.
• Potential for career growth within customer experience and operations.
• Be part of a company that values its customers and employees.
• Regular opportunities for feedback and professional development.
• Direct impact on customer satisfaction and brand reputation.