Online Retail Customer Support Specialist (Remote)

Placements24; LegKraal Gate; Hybrid; ZAR 260,000 - 420,000; Full time

Benefits offered by this job

Competitive salary + performance bonus

Fully remote work

Comprehensive training

Growth opportunities

Supportive virtual team

Job summary

Placements24 is seeking an Online Retail Customer Support Specialist to join a fully remote team supporting customers of the Mahikeng online store. You will be the first point of contact for orders, product inquiries, returns, and technical issues, delivering exceptional online customer experiences.

This role requires excellent communication, a problem-solving mindset, and the ability to work independently in a remote environment, with access to CRM tools and support software.

Qualifications

• Proven experience in customer support, customer service, or a related role, preferably in an e-commerce setting.
• Excellent written and verbal communication skills.
• Proficiency with customer support software, CRM systems, and online communication tools.
• Strong problem-solving abilities and a customer-centric attitude.
• Ability to work independently and manage workload effectively in a remote environment.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist customers with order placement, tracking, returns, and exchanges.
• Troubleshoot and resolve customer issues related to products, website navigation, and payment processing.
• Provide accurate product information and recommendations to enhance the customer shopping experience.
• Document customer interactions and feedback in the CRM system for service improvement.
• Collaborate with internal teams to address complex customer issues and ensure resolution.

Skills

Customer support

CRM proficiency

Written & verbal comms

Tools

CRM systems

Online chat tools

Job description

About the Role

Our client is seeking an empathetic and efficient Online Retail Customer Support Specialist to join their fully remote team, supporting customers of their Mahikeng online store. You will be the first point of contact for customers seeking assistance with orders, product inquiries, returns, and technical issues. This role requires excellent communication skills, a problem-solving mindset, and a dedication to providing exceptional online customer experiences. Working remotely, you will leverage various communication channels to ensure customer satisfaction and contribute to the smooth operation of the e-commerce platform.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist customers with order placement, tracking, returns, and exchanges.
• Troubleshoot and resolve customer issues related to products, website navigation, and payment processing.
• Provide accurate product information and recommendations to enhance the customer shopping experience.
• Document customer interactions and feedback in the CRM system for service improvement.
• Collaborate with internal teams to address complex customer issues and ensure resolution.

Requirements

• Proven experience in customer support, customer service, or a related role, preferably in an e-commerce setting.
• Excellent written and verbal communication skills.
• Proficiency with customer support software, CRM systems, and online communication tools.
• Strong problem-solving abilities and a customer-centric attitude.
• Ability to work independently and manage workload effectively in a remote environment.

Benefits

• Competitive annual salary and potential for performance bonuses.
• Fully remote work arrangement, offering significant flexibility.
• Comprehensive training on products and support tools.
• Opportunities for professional growth within an expanding e-commerce company.
• A supportive virtual team environment focused on delivering excellent customer care.