E-commerce Customer Service Representative

Placements24; Benoni; Hybrid; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Hybrid work model

Comprehensive training on products and

Career advancement in customer support

Job summary

Placements24 is seeking a dedicated E-commerce Customer Service Representative in Benoni for a hybrid role. You will be the primary contact for customers, handling inquiries, resolving issues, and ensuring a positive shopping experience across phone, email, and live chat.

You will document interactions in the CRM, identify trends, and escalate recurring issues while maintaining high customer satisfaction and loyalty in a fast-paced online business environment.

Qualifications

• Proven experience in a customer service role, preferably within an e-commerce or retail environment.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and the capacity to handle difficult customer situations with patience and professionalism.
• Proficiency in using customer service software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Comfortable working in a hybrid model, balancing remote and in-office duties.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Resolve customer issues related to order tracking, shipping, returns, and exchanges efficiently and effectively.
• Provide accurate information about products, promotions, and company policies.
• Document all customer interactions and resolutions in the CRM system for tracking and analysis.
• Identify trends in customer inquiries and feedback, escalating recurring issues to management for resolution.
• Go the extra mile to ensure customer satisfaction and build strong customer relationships.

Skills

Customer service

Communication

Problem solving

CRM systems

Multitasking

Hybrid work

Tools

CRM software

Job description

About the Role

Our client is seeking a dedicated and customer-focused E-commerce Customer Service Representative to join their team in Benoni . In this hybrid role, you will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience. Your responsibilities will span across phone, email, and chat support, requiring empathy, efficiency, and a deep understanding of our products and services. This is a vital role for maintaining customer satisfaction and loyalty, offering a rewarding experience for individuals passionate about helping others and contributing to the smooth operation of an online business.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Resolve customer issues related to order tracking, shipping, returns, and exchanges efficiently and effectively.
• Provide accurate information about products, promotions, and company policies.
• Document all customer interactions and resolutions in the CRM system for tracking and analysis.
• Identify trends in customer inquiries and feedback, escalating recurring issues to management for resolution.
• Go the extra mile to ensure customer satisfaction and build strong customer relationships.

Requirements

• Proven experience in a customer service role, preferably within an e-commerce or retail environment.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and the capacity to handle difficult customer situations with patience and professionalism.
• Proficiency in using customer service software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Comfortable working in a hybrid model, balancing remote and in-office duties.

Benefits

• Competitive salary with potential for performance-based bonuses.
• Hybrid work model offering flexibility and work-life balance.
• Comprehensive training on products, services, and customer service protocols.
• Opportunity to be part of a customer-centric team and make a real difference.
• Career advancement opportunities within the customer support department.