E-commerce Customer Service Representative

Placements24; Gqeberha; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive pay

Hybrid work

Medical aid

Provident fund

Training

Staff discounts

Job summary

Placements24 in Port Elizabeth is seeking a friendly E-commerce Customer Service Representative to assist customers via phone, email and live chat, ensuring a smooth shopping journey in a hybrid work setup.

You will resolve inquiries, process orders, returns and refunds, document interactions in the CRM, and strive for first-contact resolution while upholding our brand’s friendly, empathetic standard.

Qualifications

• High school diploma or equivalent; some college coursework advantageous.
• 1-2 years in a customer service role, preferably e-commerce/retail.
• Excellent written and verbal communication with a friendly tone.
• Strong problem-solving abilities and a patient, empathetic demeanor.
• Experience using customer service software and basic computer apps.
• Ability to multitask and prioritise in a fast-paced setting.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Resolve customer complaints and issues efficiently, aiming for first-contact resolution.
• Process orders, returns, exchanges, and refunds per policies.
• Provide product information to help customers make informed purchases.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve the customer experience and provide feedback.

Skills

Communication

Problem Solving

Empathy

Multitasking

Time Management

Education

High school diploma

Tools

CRM software

MS Office

Job description

Our client is seeking a friendly and efficient E-commerce Customer Service Representative to assist customers in Port Elizabeth. This role is essential for providing exceptional support throughout the customer journey, addressing inquiries, resolving issues, and ensuring a positive shopping experience. You will be the primary point of contact for customers via phone, email, and chat, representing the brand with professionalism and empathy. This position is ideal for individuals who enjoy problem-solving and are passionate about delivering outstanding customer service in a hybrid work environment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding orders, products, and services.
• Resolve customer complaints and issues efficiently and effectively, aiming for first-contact resolution whenever possible.
• Process customer orders, returns, exchanges, and refunds according to company policies.
• Provide product information and assistance to help customers make informed purchasing decisions.
• Document all customer interactions and resolutions accurately in the CRM system.
• Proactively identify opportunities to improve the customer experience and provide feedback to management.

Requirements

• High school diploma or equivalent; some college coursework or customer service certification is an advantage.
• 1-2 years of experience in a customer service role, preferably within an e-commerce or retail environment.
• Excellent communication skills, both written and verbal, with a clear and friendly tone.
• Strong problem-solving abilities and a patient, empathetic demeanor.
• Proficiency in using customer service software and basic computer applications.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced setting.

Benefits

• Competitive hourly wage with regular performance reviews.
• Hybrid work model allowing for a balance of remote and office-based work.
• Contribution to medical aid and provident fund.
• Training on company products and customer service best practices.
• Staff discounts on merchandise.