E-commerce Customer Service Specialist

Placements24; Upington; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Flexible remote work

Extensive training

Collaborative team culture

Job summary

Placements24 is seeking a dedicated E-commerce Customer Service Specialist to provide exceptional support to online clientele while working remotely for customers in and around Upington. You will be the first point of contact handling email, phone, and live chat.

The role emphasizes clear communication, patient service, and problem solving to resolve inquiries, process returns, and guide customers through their shopping experience. A collaborative, remote team culture supports your success.

Qualifications

• Experience in customer service, preferably in e-commerce.
• Excellent verbal and written communication with professional etiquette.
• Proficiency with CRM systems and basic computer applications.
• Strong problem-solving abilities with a patient, customer-centric approach.
• Ability to manage multiple tasks and priorities remotely.

Responsibilities

• Respond to customer inquiries about orders, shipping, product information, and returns via email, phone, and live chat.
• Resolve customer issues and complaints empathetically to ensure satisfaction and retention.
• Process returns, exchanges, and refunds per company policies.
• Provide product recommendations and assistance during online shopping.
• Document all customer interactions in the CRM system.
• Identify recurring issues and provide feedback to operations and marketing for improvements.

Skills

Customer service

Communication skills

CRM proficiency

Problem solving

Remote work

Tools

CRM software

Email support tools

Job description

About the Role

Our client is seeking a dedicated and customer-focused E-commerce Customer Service Specialist to provide exceptional support to their online clientele, operating remotely to serve customers in and around Upington . This role is essential for ensuring customer satisfaction by promptly and effectively addressing inquiries, resolving issues, and guiding customers through their shopping experience. You will be the first point of contact for many customers, handling communication via email, phone, and live chat. The ideal candidate possesses outstanding communication skills, a patient demeanor, and a commitment to delivering a positive and seamless customer experience in a remote setting.

Key Responsibilities

• Respond to customer inquiries regarding orders, shipping, product information, and returns via email, phone, and live chat.
• Resolve customer issues and complaints efficiently and empathetically, ensuring customer satisfaction and retention.
• Process returns, exchanges, and refunds accurately according to company policies.
• Provide product recommendations and assistance to customers throughout their online shopping journey.
• Document all customer interactions and resolutions in the customer relationship management (CRM) system.
• Identify recurring customer issues and provide feedback to the operations and marketing teams for process improvement.

Requirements

• Previous experience in customer service, preferably within an e-commerce environment.
• Excellent verbal and written communication skills, with a clear and professional phone and email etiquette.
• Proficiency with customer service software, CRM systems, and basic computer applications.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Ability to manage multiple tasks and prioritize effectively in a remote work environment.

Benefits

• Competitive salary and opportunities for advancement.
• Comprehensive benefits package, including medical aid.
• Flexible remote work schedule.
• Extensive training and ongoing support to excel in the role.
• A positive and collaborative remote team culture dedicated to excellent customer service.