Remote Customer Experience Leader

Somewhere; Johannesburg; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Somewhere in Johannesburg, Gauteng, South Africa, seeks a Customer Service Representative to serve professional and direct-to-consumer customers. The role is remote with US time hours and focuses on responsive, professional support for premium products.

You will handle inquiries, troubleshoot basic issues, manage orders/returns, and escalate when needed while maintaining records and contributing to scalable service processes.

Qualifications

• 2+ years of customer service experience.
• Strong written and spoken English.
• Excellent communication skills.
• Strong problem-solving ability.
• High attention to detail.
• Experience handling customers through email, chat, phone, or ticketing systems.
• Calm and professional demeanor.
• Strong follow-through.
• Excellent organizational skills.
• Ability to prioritize multiple customer issues.
• Good judgment on escalation vs solve.
• Proactive personality.
• Strong ownership mentality.
• High integrity and honesty.

Responsibilities

• Respond promptly and professionally to customer inquiries.
• Manage customer questions across professional and consumer accounts.
• Troubleshoot basic product and order-related issues.
• Coordinate returns when necessary.
• Escalate complex issues appropriately.
• Maintain accurate records of customer interactions.
• Follow processes for returns, replacements, and service cases.
• Keep customers informed throughout resolution.
• Identify recurring issues and communicate them internally.
• Reduce escalations to leadership.
• Create a consistently positive customer experience.
• Protect the company’s brand through professional communication.
• Help establish scalable customer service processes as the company grows.

Skills

customer service experience

excellent communication

strong English

problem solving

attention to detail

prioritization

ownership

integrity

Tools

ticketing systems

email

chat

phone

Job description

Somewhere in Johannesburg, Gauteng, South Africa, seeks a Customer Service Representative to serve professional and direct-to-consumer customers. The role is remote with US time hours and focuses on responsive, professional support for premium products.

You will handle inquiries, troubleshoot basic issues, manage orders/returns, and escalate when needed while maintaining records and contributing to scalable service processes.