E-commerce Customer Service Representative

Placements24; Bloemfontein; On-site; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Performance bonuses

Medical aid after probation

Job summary

Placements24 in Bloemfontein, Free State, is hiring an E-commerce Customer Service Representative. You will be the first point of contact for customers, handling inquiries, resolving issues, and supporting the purchasing journey via phone, email, and live chat.

The role emphasizes patient, empathetic communication, strong product knowledge, and adherence to service standards. A training program and opportunities for advancement are provided in a collaborative environment.

Qualifications

• Proven experience in a customer service role, preferably in an e-commerce environment.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and customer service tools.
• Ability to remain calm and professional under pressure.

Responsibilities

• Respond to customer inquiries and concerns via phone, email, and live chat in a timely and professional manner.
• Provide information about products, orders, shipping, returns, and policies.
• Resolve customer issues efficiently and effectively, ensuring customer satisfaction.
• Process orders, returns, and exchanges accurately and according to company procedures.
• Escalate complex issues to the appropriate departments for resolution.
• Maintain accurate customer records and interaction logs in the CRM system.
• Identify opportunities to improve customer service processes and customer experience.
• Gather customer feedback and share insights with relevant teams to drive business improvements.
• Adhere to company service standards and performance metrics.
• Stay updated on product knowledge and company policies.

Skills

Customer service

CRM software

Communication skills

Problem solving

Team player

Education

High school diploma

Customer service certification

Tools

CRM software

Job description

About the Role

Our client, a prominent online retailer specializing in home goods, is seeking a dedicated and customer-focused E-commerce Customer Service Representative to join their team. This essential role is based in Bloemfontein, Free State, and is responsible for ensuring an exceptional customer experience throughout the entire purchasing journey. You will be the first point of contact for customers, addressing inquiries, resolving issues, and providing support via phone, email, and live chat. The ideal candidate is patient, empathetic, and possesses excellent communication skills, with a strong understanding of e-commerce processes and customer service best practices. This is a valuable opportunity to contribute to customer satisfaction and loyalty for a growing brand in South Africa. Join a supportive team dedicated to providing outstanding service and building lasting customer relationships. We are committed to creating a positive and efficient work environment where customer needs are always the priority.

Key Responsibilities

• Respond to customer inquiries and concerns via phone, email, and live chat in a timely and professional manner.
• Provide information about products, orders, shipping, returns, and policies.
• Resolve customer issues efficiently and effectively, ensuring customer satisfaction.
• Process orders, returns, and exchanges accurately and according to company procedures.
• Escalate complex issues to the appropriate departments for resolution.
• Maintain accurate customer records and interaction logs in the CRM system.
• Identify opportunities to improve customer service processes and customer experience.
• Gather customer feedback and share insights with relevant teams to drive business improvements.
• Adhere to company service standards and performance metrics.
• Stay updated on product knowledge and company policies.

Requirements

• High school diploma or equivalent; some college coursework or customer service certification is a plus.
• Proven experience in a customer service role, preferably in an e-commerce environment.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and customer service tools.
• Ability to remain calm and professional under pressure.
• Detail-oriented with strong organizational skills.
• Basic computer literacy and typing skills.
• Empathy and a genuine desire to help customers.
• Team player with a positive attitude.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Stable, full-time employment with regular working hours.
• Comprehensive training on products and services.
• Opportunities for advancement within the customer service department.
• A friendly and supportive work atmosphere in Bloemfontein.
• Potential for benefits such as medical aid after probation.