E-commerce Customer Experience Specialist

Placements24; Paarl; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Employee discounts on products

Training and professional development

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist in Paarl to enhance the online journey. You will analyze feedback, identify pain points, and collaborate across teams to deliver a positive customer experience.

The ideal candidate has a degree, 2–4 years in customer service or customer success in e-commerce, and strong analytical and communication skills to translate insights into action.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 2–4 years of experience in customer service, customer success, or customer experience, preferably in e-commerce.
• Excellent communication, interpersonal, and problem-solving skills.
• Familiarity with CRM software and customer service platforms.
• Ability to analyze data and translate insights into actionable strategies.
• A genuine passion for delivering outstanding customer service.

Responsibilities

• Monitor and analyze customer feedback from surveys, reviews, and social media to identify trends.
• Develop and implement strategies to enhance the online customer journey from website navigation to post-purchase support.
• Respond to customer inquiries and resolve issues across multiple channels.
• Collaborate with marketing, product, and operations to ensure a consistent brand experience.
• Create and maintain customer service documentation, FAQs, and knowledge base articles.
• Identify opportunities to personalize customer interactions and build brand loyalty.

Skills

Communication

Interpersonal skills

Problem solving

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

CRM software

Customer service platforms

Job description

About the Role

Our client is seeking a customer-centric and proactive E-commerce Customer Experience Specialist to enhance their online customer journey. This role, based in Paarl, Western Cape , is dedicated to ensuring that every customer interaction with our client's digital platforms is positive, seamless, and supportive. You will be responsible for analyzing customer feedback, identifying pain points, and implementing solutions to improve satisfaction and loyalty. The ideal candidate has a passion for customer service, a keen understanding of e-commerce best practices, and strong problem-solving abilities. Join a team committed to delivering exceptional customer experiences online.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media) to identify trends and areas for improvement.
• Develop and implement strategies to enhance the online customer journey, from website navigation to post-purchase support.
• Respond to customer inquiries and resolve issues promptly and effectively across multiple communication channels.
• Collaborate with marketing, product, and operations teams to ensure a consistent and positive brand experience.
• Create and maintain customer service documentation, FAQs, and knowledge base articles.
• Identify opportunities to personalize customer interactions and build brand loyalty.

Requirements

• Bachelor's degree or equivalent experience in a related field.
• 2-4 years of experience in customer service, customer success, or customer experience, preferably in e-commerce.
• Excellent communication, interpersonal, and problem-solving skills.
• Familiarity with CRM software and customer service platforms.
• Ability to analyze data and translate insights into actionable strategies.
• A genuine passion for delivering outstanding customer service.

Benefits

• Competitive salary and potential for performance-based incentives.
• Comprehensive medical and retirement benefits.
• Employee discounts on products.
• Opportunities for training and professional development in customer experience.
• A supportive and customer-focused work environment in Paarl with a hybrid work model.