E-commerce CX Specialist: Customer Delight & Loyalty

Placements24; Soweto; On-site; ZAR 180,000 - 250,000; Full time

Benefits offered by this job

Competitive salary

Structured training

Medical aid

Paid time off

Career growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist in Soweto to enhance satisfaction and loyalty across the online journey. You will advocate for customers, resolve inquiries, and gather feedback to drive improvements in the entire customer lifecycle.

You’ll collaborate with marketing and operations to address systemic issues, develop self-service content, and deliver consistent, empathetic support. A strong communicator with a passion for online retail is essential.

Qualifications

• Proven experience in customer service in e-commerce/retail preferred.
• Excellent written and verbal communication with a friendly, professional demeanor.
• Strong problem‑solving and de-escalation abilities.
• Proficiency with CRM software and help desk tools.
• High school diploma or equivalent; further certs in customer service are a plus.

Responsibilities

• Respond to customer inquiries via email, phone, and live chat promptly and professionally.
• Troubleshoot orders, shipping, returns, and product information issues.
• Provide product information to assist customers in buying decisions.
• Collect and analyze customer feedback to identify trends and improvements.
• Document interactions and resolutions in the CRM system.
• Collaborate with marketing and operations to address systemic issues.
• Help update FAQs, scripts, and knowledge base articles.
• Champion customer-centricity across the organization.

Skills

Customer service

Communication

De-escalation

CRM software

Help desk tools

Multitasking

Team collaboration

Time management

Education

High school diploma

Tools

CRM software

Help desk tools

Job description

Placements24 is seeking an E-commerce Customer Experience Specialist in Soweto to enhance satisfaction and loyalty across the online journey. You will advocate for customers, resolve inquiries, and gather feedback to drive improvements in the entire customer lifecycle.

You’ll collaborate with marketing and operations to address systemic issues, develop self-service content, and deliver consistent, empathetic support. A strong communicator with a passion for online retail is essential.