E-commerce Customer Experience Specialist

Placements24; Gqeberha; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Training opportunities

Flexible hybrid work

Paid annual leave

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist in Port Elizabeth, Eastern Cape. The role combines office work with remote flexibility in a hybrid setup and focuses on delivering outstanding shopping support and customer care.

You will handle inquiries across channels, resolve issues, update records, and collaborate with logistics and marketing to improve the online experience. A customer-centric mindset and strong communication are essential.

Qualifications

• Excellent written and verbal English communication.
• Minimum of 2 years in customer service, preferably e-commerce.
• Proficiency with customer support software and CRM systems.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask in a fast-paced environment.
• Team player who can work independently when needed.

Responsibilities

• Respond to customers via email, phone, and live chat promptly and professionally.
• Resolve issues to ensure customer satisfaction and retention.
• Process orders, returns, and exchanges accurately.
• Provide product information and support to customers.
• Gather feedback and identify trends to improve service.
• Collaborate with logistics and marketing to resolve complex issues.
• Maintain accurate customer records and logs.
• Contribute to FAQ updates and self-service resources.
• Identify opportunities to enhance the on-site shopping experience.

Skills

Communication skills

Problem solving

Attention to detail

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client, a growing online retailer specializing in artisanal crafts, is seeking a dedicated E-commerce Customer Experience Specialist. This role involves a hybrid work arrangement, combining office-based duties in Port Elizabeth, Eastern Cape with remote flexibility. You will be the primary point of contact for customers, ensuring they receive exceptional support throughout their shopping journey. We are looking for a compassionate, problem-solving individual with a passion for delivering outstanding service and a thorough understanding of e-commerce customer support best practices. Your role will be pivotal in building customer loyalty, resolving issues efficiently, and gathering feedback to improve our client's online offering. The ideal candidate is an excellent communicator, patient, and thrives on helping others. You will contribute directly to maintaining and enhancing our client's reputation for excellent customer care in the competitive online marketplace.

Key Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Resolve customer issues and complaints effectively, ensuring customer satisfaction and retention.
• Process orders, returns, and exchanges accurately and efficiently.
• Provide product information and support to customers.
• Gather customer feedback and identify trends to inform service improvements.
• Collaborate with other departments (e.g., logistics, marketing) to resolve complex customer issues.
• Maintain accurate customer records and interaction logs.
• Contribute to the development and updating of FAQ pages and customer support resources.
• Identify opportunities to enhance the overall customer experience on the website.
• Ensure all customer interactions reflect the brand's values and commitment to quality service.

Requirements

• High school diploma or equivalent; a degree in a related field is a plus.
• Minimum of 2 years of experience in customer service, preferably within an e-commerce environment.
• Excellent communication skills, both written and verbal, with a strong command of English.
• Proficiency in using customer support software and CRM systems.
• Strong problem-solving and conflict-resolution abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with e-commerce platforms and processes is desirable.
• Basic understanding of online order fulfillment and shipping procedures.
• A team player with the ability to work independently when required.

Benefits

Our client offers a competitive salary with potential for performance-based incentives. Employees are provided with comprehensive medical aid and related health benefits. Opportunities for training and development in customer service excellence are available. Enjoy a flexible hybrid work arrangement, offering a balance between office collaboration and remote flexibility in Port Elizabeth. Be part of a supportive and customer-focused team. Paid annual leave and public holidays are provided. Our client offers a modern office environment and the necessary tools for effective remote work. Opportunities to directly influence customer satisfaction and brand loyalty are significant. A friendly and encouraging work culture is a core value.