Remote Customer Support Specialist - Retail

Placements24; Stellenbosch; Remote; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary and benefits

Ongoing training and development

Be part of a dedicated and supportive远

Job summary

Placements24 is seeking a dedicated Remote Customer Support Specialist for our online retail client. You will handle inquiries via email, chat, and phone, resolve issues, and guide customers through orders, returns, and shipping details from a home office.

You should be a clear communicator with strong problem-solving skills, comfortable using CRM systems, and able to work independently in a fast-paced, remote environment. Knowledge of Paarl or Western Cape customers is a plus.

Qualifications

• Proven experience in customer service or support, preferably in retail or e-commerce.
• Excellent written and verbal English communication.
• Strong problem-solving abilities and customer-centric mindset.
• Proficiency with CRM software and customer support platforms.
• Ability to multitask and work remotely with minimal supervision.
• High-speed internet and a suitable home office setup.
• Empathy, patience, and friendly demeanor.
• Knowledge of online retail processes (order tracking, returns) is a plus.
• Familiarity with Paarl/Western Cape retail landscape is helpful but not required.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Resolve customer issues and complaints to ensure satisfaction.
• Provide information about products, orders, shipping, and returns.
• Process orders, returns, and exchanges per company policies.
• Document all customer interactions and resolutions in the CRM.
• Identify trends and provide feedback to relevant departments.
• Assist customers with navigating the e-commerce site and placing orders.
• Maintain up-to-date product knowledge.
• Adhere to SLAs and performance metrics.

Skills

Customer service

Written and verbal communication

Problem-solving

Self-motivation

Time management

Tools

CRM software

Support platforms

Job description

About the Role

Our client, a leading online retailer with a strong commitment to customer satisfaction, is seeking a dedicated Remote Customer Support Specialist to join their team. This is a fully remote position, perfect for individuals who excel in communication and problem-solving from the comfort of their own home. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience across all digital touchpoints. The ideal candidate will possess excellent written and verbal communication skills, a patient demeanor, and a thorough understanding of online retail processes. You will handle a variety of customer interactions, including email, chat, and potentially phone support, all from your designated remote workspace. Your contribution will be vital in maintaining our client's reputation for outstanding customer care. This role emphasizes remote work efficiency and requires strong self-management skills to succeed in supporting customers of the brand, ideally with some knowledge related to the Paarl, Western Cape region's customer base.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Resolve customer issues and complaints effectively, ensuring customer satisfaction.
• Provide information about products, orders, shipping, and returns.
• Process orders, returns, and exchanges according to company policies.
• Document all customer interactions and resolutions in the CRM system.
• Identify trends in customer inquiries and provide feedback to relevant departments for improvement.
• Assist customers with navigating the e-commerce website and placing orders.
• Maintain a high level of product knowledge.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to a positive and supportive team environment, even in a remote setting.

Requirements

• Proven experience in a customer service or customer support role, preferably in a retail or e-commerce environment.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using CRM software and customer support platforms.
• Ability to multitask and manage time effectively in a remote work setting.
• Self-motivated and able to work independently with minimal supervision.
• High-speed internet connection and a suitable home office setup.
• Patience, empathy, and a friendly demeanor.
• Experience with online retail processes (e.g., order tracking, returns) is highly desirable.
• Familiarity with the retail landscape relevant to Paarl, Western Cape can be an asset but is not required for remote performance.

Benefits

• Fully remote position offering excellent work-life balance.
• Competitive salary and benefits package.
• Opportunity to work with a growing and customer-focused e-commerce company.
• Ongoing training and development in customer service best practices.
• Be part of a dedicated and supportive remote team.