Remote E-commerce Customer Support Specialist

Placements24; Benoni; Hybrid; ZAR 201,000 - 290,000; Full time

Benefits offered by this job

Fully remote

Flexible schedule

Online training

Competitive salary

Job summary

Placements24 seeks a Remote E-commerce Customer Support Specialist to join a growing online retailer. This fully remote role focuses on delivering exceptional service from your home office.

You will respond to inquiries via email, chat and phone; resolve issues related to orders, shipping, returns and product information; and maintain detailed CRM records to ensure a positive post-purchase experience. Strong communication and empathy are essential.

Qualifications

• Previous experience in customer service is required.
• Excellent written and verbal communication in English.
• Strong listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work remotely with good internet and self-management.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Resolve customer issues related to orders, shipping, returns, and product information.
• Provide accurate information about products and services.
• Process returns, exchanges, and refunds according to policy.
• Escalate complex issues to relevant departments or management when necessary.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Proactively seek solutions to customer problems and anticipate needs.
• Contribute to the development and improvement of customer support documentation and FAQs.
• Ensure a high level of customer satisfaction and build strong relationships.

Skills

Customer service

English communication

Active listening

Problem-solving

CRM software proficiency

Tools

CRM software

Helpdesk ticketing system

Job description

About the Role Our client, a thriving online retailer, is actively seeking a dedicated and empathetic Remote E-commerce Customer Support Specialist. This position is fully remote, allowing you to provide exceptional service to customers from the comfort of your home office. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive post-purchase experience. The ideal candidate possesses outstanding communication skills, a patient demeanor, and a passion for helping others. You will play a crucial role in maintaining customer satisfaction and loyalty for our client's growing e-commerce business. This role is notionally linked to Benoni, Gauteng, but the work itself is entirely remote.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Resolve customer issues related to orders, shipping, returns, and product information.
• Provide accurate and comprehensive information about products and services.
• Process returns, exchanges, and refunds according to company policy.
• Escalate complex issues to relevant departments or management when necessary.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Proactively seek solutions to customer problems and anticipate their needs.
• Contribute to the development and improvement of customer support documentation and FAQs.
• Ensure a high level of customer satisfaction and build strong customer relationships.

Requirements

• Previous experience in customer service, preferably in an e-commerce or retail environment.
• Excellent written and verbal communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.
• Reliable internet connection and a suitable home office environment.
• Ability to work independently and as part of a remote team.
• Familiarity with online retail processes is advantageous.
• A positive attitude and a commitment to providing excellent support.

Benefits

• Fully remote work arrangement, offering flexibility and work-life balance.
• Competitive salary and potential for performance-based recognition.
• Opportunity to be a key part of a growing online retail brand.
• Access to online training and professional development resources.
• Supportive remote team environment.
• Make a tangible impact on customer satisfaction and loyalty.