E-commerce Customer Experience Specialist

Placements24; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary and performance‑drk

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist to join a fully remote team. You will handle inquiries, resolve issues, and collect feedback to improve services across the online shopping journey.

The ideal candidate excels in clear communication, patient problem-solving, and delivering exceptional customer service in a digital setting.

Qualifications

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

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely, professional, and friendly manner.
• Resolve customer issues, complaints, and return requests efficiently, ensuring customer satisfaction.
• Provide product information and support to customers throughout their purchasing journey.
• Gather customer feedback through surveys and direct interactions, identifying areas for improvement.
• Document customer interactions and resolutions in the CRM system.
• Collaborate with internal teams (e.g., logistics, marketing) to address and resolve customer issues effectively.

Skills

Customer service

Communication

Problem-solving

Tools

CRM software

Helpdesk tools

Job description

About the Role

Our client is looking for a dedicated and empathetic E-commerce Customer Experience Specialist to join their fully remote team. This role is crucial for ensuring our customers have a positive and seamless experience across all touchpoints of their online shopping journey. You will be responsible for handling customer inquiries, resolving issues promptly, and gathering feedback to continuously improve our services. The ideal candidate is an excellent communicator, a patient problem-solver, and passionate about delivering exceptional customer service in the digital space. This position offers the flexibility of remote work and the opportunity to significantly influence customer satisfaction and loyalty.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely, professional, and friendly manner.
• Resolve customer issues, complaints, and return requests efficiently, ensuring customer satisfaction.
• Provide product information and support to customers throughout their purchasing journey.
• Gather customer feedback through surveys and direct interactions, identifying areas for improvement.
• Document customer interactions and resolutions in the CRM system.
• Collaborate with internal teams (e.g., logistics, marketing) to address and resolve customer issues effectively.

Requirements

• Proven experience in customer service, preferably within an e-commerce environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency with customer relationship management (CRM) software and helpdesk tools.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• A passion for delivering outstanding customer experiences.

Benefits

• Competitive salary and potential for performance-based rewards.
• Fully remote work arrangement, offering significant flexibility.
• Comprehensive health and wellness benefits package.
• Paid time off and opportunities for skill development.
• A supportive team culture focused on customer success and collaboration.