E-commerce Customer Experience Specialist

Placements24; East London; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

Health, dental, and vision insurance

Paid time off

Professional growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist to join a fully remote team. You will manage inquiries, resolve issues, and gather feedback to improve the customer journey across the online platform.

The role emphasizes empathetic communication, problem-solving, and process improvement to drive customer satisfaction and loyalty within a growing e-commerce business.

Qualifications

• Experience in customer service, preferably in e-commerce or retail.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with customer service software (e.g., Zendesk, Intercom).
• Strong understanding of the e-commerce customer journey and best practices.
• Ability to stay calm under pressure and handle difficult interactions.
• Detail-oriented with strong organizational and time management skills.

Responsibilities

• Respond to customer inquiries via email, chat, and social media in a timely, professional, and empathetic manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information, ensuring customer satisfaction.
• Proactively identify opportunities to improve the customer experience by analyzing feedback and common pain points.
• Assist in the development and implementation of customer service policies and procedures.
• Gather and document customer feedback to provide insights for product development and marketing teams.
• Process returns, exchanges, and refunds efficiently and accurately according to company policy.

Skills

Customer service

Communication

Problem solving

E-commerce knowledge

Attention to detail

Tools

Zendesk/Intercom

Job description

About the Role

Our client is seeking a passionate and customer-centric E-commerce Customer Experience Specialist to join their fully remote team. This role is dedicated to ensuring every customer interaction with our online platform is positive, seamless, and memorable. You will be at the forefront of managing customer inquiries, resolving issues, and gathering feedback to drive improvements in the overall customer journey. This is an excellent opportunity for someone who thrives on helping others and wants to make a significant impact on customer satisfaction and loyalty within a growing e-commerce business.

Key Responsibilities

• Respond to customer inquiries via email, chat, and social media in a timely, professional, and empathetic manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information, ensuring customer satisfaction.
• Proactively identify opportunities to improve the customer experience by analyzing feedback and common pain points.
• Assist in the development and implementation of customer service policies and procedures.
• Gather and document customer feedback to provide insights for product development and marketing teams.
• Process returns, exchanges, and refunds efficiently and accurately according to company policy.

Requirements

• Previous experience in customer service, preferably within an e-commerce or retail environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using customer service software and tools (e.g., Zendesk, Intercom).
• Strong understanding of the e-commerce customer journey and best practices in customer support.
• Ability to remain calm and professional under pressure and handle challenging customer interactions.
• Detail-oriented with strong organizational and time management skills.

Benefits

• Competitive salary and performance incentives.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance.
• Paid time off and holiday leave.
• Opportunities for professional growth and development in customer experience management.