E-commerce Customer Support Specialist

Placements24; Randburg; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Fully remote work

Training provided

Career development

Remote team environment

Work-life balance

Job summary

Placements24 is seeking an E-commerce Customer Support Specialist to join a fully remote team. You will handle inquiries via email, chat, and potentially phone, resolving issues, and providing product/order information with a customer-centric approach. Experience in SA e-commerce context is preferred.

The role emphasizes effective CRM usage, issue resolution, and ongoing process improvement, contributing to customer satisfaction and loyalty in a fast-paced online retail environment.

Qualifications

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric approach.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and other designated channels.
• Provide accurate information about products, orders, shipping, and returns.
• Troubleshoot and resolve customer issues effectively and efficiently, escalating complex problems when necessary.
• Process order modifications, cancellations, and returns according to company policy.
• Maintain customer records and document all interactions in the CRM system.
• Identify and report recurring customer issues or feedback to management.

Skills

CRM software

Customer service

Written & verbal English

Problem solving

Time management

Remote work discipline

E-commerce experience

Education

High school diploma or equivalent

Customer service certification (plus)

Tools

Help desk software

CRM systems

Job description

About the Role

Our client, a thriving e-commerce business, is seeking a dedicated and empathetic E-commerce Customer Support Specialist to join their fully remote team. This role is essential for ensuring our customers receive outstanding service and support, contributing to high levels of customer satisfaction and loyalty. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing information about products and orders through various channels, including email, chat, and potentially phone. This is a fully remote position, allowing you to work comfortably from your home office. We are looking for an individual who is passionate about customer service, possesses excellent communication skills, and can effectively manage inquiries in a fast-paced online retail environment. Ideally, you have experience supporting customers within the South African context, perhaps with familiarity of the challenges faced by customers in areas like Randburg, Gauteng, ZA , or any other remote location.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and other designated channels.
• Provide accurate information about products, orders, shipping, and returns.
• Troubleshoot and resolve customer issues effectively and efficiently, escalating complex problems when necessary.
• Process order modifications, cancellations, and returns according to company policy.
• Maintain customer records and document all interactions in the CRM system.
• Identify and report recurring customer issues or feedback to management.
• Contribute to the development and improvement of customer support processes and knowledge base.
• Proactively identify opportunities to enhance the customer experience.
• Build positive relationships with customers, fostering loyalty and satisfaction.
• Stay updated on product knowledge and company policies.

Requirements

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency with customer relationship management (CRM) software and help desk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a positive attitude.
• Self-motivated and able to work independently with minimal supervision in a remote setting.
• Basic understanding of e-commerce operations is beneficial.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Reliable internet connection and a suitable home office setup.

Benefits

• Competitive annual salary of R .
• Fully remote work arrangement, offering excellent work-life balance.
• Opportunity to be a key player in customer satisfaction for a growing e-commerce brand.
• Comprehensive training on products and support systems.
• Supportive and collaborative remote team environment.
• Career development opportunities within customer support and operations.