Remote E-commerce Customer Service Advisor

Outsourcing To South Africa PTY; South Africa; Remote; ZAR 81,000 - 97,000; Part time

Benefits offered by this job

Fully remote work

UK retailer experience

Remote team collaboration

Job summary

Outsourcing To South Africa PTY is seeking a Customer Service Advisor to support a UK online retailer. You will handle emails, resolve order issues, and maintain customer records from a remote SA location.

The role requires at least 2 years in customer service, strong written English, and the ability to work Saturdays, Sundays, and Mondays in UK business hours. You will join a remote team and contribute to high SLA targets.

Qualifications

• 2+ years of experience in customer service or a contact centre environment.
• Experience in e-commerce, online retail, order fulfilment, or logistics customer service is advantageous.
• Excellent written English with outstanding spelling, grammar and attention to detail.
• Ability to write clear, professional, empathetic responses.
• Strong problem-solving skills and ability to investigate issues before responding.

Responsibilities

• Respond to a high volume of customer enquiries via email in a timely, professional manner.
• Assist with order confirmations, status updates, tracking information, delivery delays, and shipping queries.
• Investigate and resolve missing, delayed, damaged, incorrect, or incomplete orders.
• Handle returns, refunds, exchanges, replacements, and order cancellations per policy.
• Respond to product enquiries, stock availability questions, pricing queries, and general online shopping questions.
• De-escalate difficult interactions and identify practical customer-focused solutions.
• Escalate complex cases to relevant teams when needed.
• Liaise with warehouse, logistics, and management to resolve issues.
• Maintain accurate customer records and update CRM and order systems.
• Follow established procedures and SLAs.

Skills

Customer service

Written English

Problem solving

Multitasking

Communication

Independent work

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Job description

Outsourcing To South Africa PTY is seeking a Customer Service Advisor to support a UK online retailer. You will handle emails, resolve order issues, and maintain customer records from a remote SA location.

The role requires at least 2 years in customer service, strong written English, and the ability to work Saturdays, Sundays, and Mondays in UK business hours. You will join a remote team and contribute to high SLA targets.