E-commerce Customer Experience Specialist

Placements24; Soweto; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Fully remote

Health, dental, and vision insurance

Paid time off

Professional development

Job summary

Placements24 is seeking a remote E-commerce Customer Experience Specialist to support operations across South Africa. You will be the primary contact for customer inquiries, issues, and feedback, delivering outstanding service and building brand loyalty in a fully remote role.

The ideal candidate has 2+ years in customer service within e-commerce or retail, excellent communication, and proficiency with CRM and help desk systems. Join a collaborative remote team focused on customer satisfaction.

Qualifications

• Excellent communication and customer service skills.
• Strong interpersonal and active listening abilities.
• Ability to manage inquiries calmly and efficiently in a remote setting.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely, professional, and helpful manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information for the e-commerce platform.
• Proactively identify and escalate recurring customer issues to relevant departments for process improvement.
• Gather customer feedback and insights to inform improvements in products, services, and the overall online shopping experience.
• Maintain a high level of product knowledge to effectively assist customers and provide recommendations.

Skills

Communication

Interpersonal skills

Active listening

Education

High school diploma

Tools

CRM software

Help desk systems

Job description

About the Role

Our client is seeking a customer-centric and empathetic E-commerce Customer Experience Specialist to join their remote team, supporting operations across South Africa . This role is vital in ensuring every customer interaction with their online store is positive, efficient, and exceeds expectations. You will be the primary point of contact for customer inquiries, issues, and feedback, leveraging your communication skills to resolve problems and build brand loyalty. The ideal candidate is passionate about delivering outstanding service, possesses excellent problem-solving abilities, and thrives in a remote environment, contributing to a reputation of exceptional customer care for the e-commerce business .

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely, professional, and helpful manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information for the e-commerce platform .
• Proactively identify and **escalate** recurring customer issues to relevant departments for process improvement.
• Gather customer feedback and insights to inform improvements in products, services, and the overall online shopping experience.
• Maintain a high level of product knowledge to effectively assist customers and provide recommendations.

Requirements

• High school diploma or equivalent; some college or customer service training preferred.
• 2+ years of experience in customer service , preferably within an e-commerce or retail environment.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency with customer relationship management (CRM) software and help desk ticketing systems.
• Strong problem-solving skills and the ability to remain calm and professional under pressure in a remote work setting.

Benefits

• Competitive annual salary and potential for performance-based incentives.
• Fully remote work arrangement offering significant flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off and opportunities for professional development in customer experience best practices.
• A supportive and collaborative remote team culture focused on customer satisfaction for the online brand .