Remote E-commerce Customer Support Specialist - Retail Division

Placements24; Centurion; Hybrid; ZAR 59,000 - 72,000; Full time

Benefits offered by this job

Fully remote work

Growth opportunities

Supportive remote team

Job summary

Placements24 is seeking a remote E-commerce Customer Support Specialist for a leading online retailer. You will be the primary contact for customers, handling email, chat and phone inquiries, guiding shoppers from browsing to post-purchase support.

You will resolve issues, provide product information, and update the CRM to ensure satisfaction and loyalty. This fully remote role requires excellent English, strong problem-solving skills, and the ability to work independently from a home office.

Qualifications

• Experience in customer service, preferably ecommerce or retail.
• Excellent written and verbal English communication.
• Proficient with CRM, ticketing systems and live chat.
• Able to work independently in a remote setting.
• Strong multitasking and ability to handle high volumes.

Responsibilities

• Respond to customer inquiries via email, chat and phone promptly and professionally.
• Resolve issues with first-contact resolution where possible.
• Provide product information and recommendations to assist purchases.
• Process returns, exchanges and refunds per policy.
• Document all interactions in the CRM accurately.
• Identify trends and escalate issues to relevant teams as needed.
• Assist customers with navigating the website and placing orders.
• Maintain up-to-date product knowledge and support FAQs.

Skills

Customer service

English communication

CRM software

Problem solving

Remote work

Time management

Multitasking

Tools

CRM software

Ticketing systems

Live chat

Job description

About the Role

Our client, a prominent online retailer with a strong focus on customer satisfaction, is actively seeking a dedicated and articulate Remote E-commerce Customer Support Specialist to join their growing team. This fully remote position is ideal for individuals who thrive in a customer-facing role and possess exceptional problem-solving skills. You will be the primary point of contact for customers, handling inquiries via email, chat, and phone, ensuring a seamless and positive shopping experience from browsing to post-purchase support. This role is crucial for maintaining customer loyalty and enhancing the brand's online reputation. You will work from the comfort of your home, contributing to a globally distributed team.

Key Responsibilities

• Respond to customer inquiries regarding orders, shipping, returns, product information, and website navigation promptly and professionally.
• Resolve customer issues and complaints effectively, aiming for first-contact resolution whenever possible.
• Provide detailed product information and recommendations to assist customers in their purchasing decisions.
• Process returns, exchanges, and refunds according to company policy.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer inquiries and feedback, escalating issues to relevant departments as needed.
• Assist customers with navigating the e-commerce website and placing orders.
• Maintain a high level of product knowledge to accurately address customer queries.
• Contribute to creating and updating customer support FAQs and knowledge base articles.
• Uphold the company's commitment to exceptional customer service standards in all interactions.

Requirements

• Proven experience in customer service, preferably in an e-commerce or retail support environment.
• Excellent written and verbal communication skills in English.
• Proficiency in using customer support software (CRM, ticketing systems, live chat).
• Strong problem-solving abilities and a patient, empathetic approach to customer interactions.
• Ability to work independently and manage time effectively in a remote setting.
• High-speed internet connection and a dedicated, quiet workspace.
• A passion for helping customers and a commitment to service excellence.
• Ability to multitask and handle high volumes of customer inquiries.
• Previous experience with online retail platforms is a plus.
• Adaptability to learn new systems and processes quickly.

Benefits

• A competitive annual salary of 65000 ZAR.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Opportunities for professional development and growth within the customer support field.
• Work with a supportive and collaborative remote team.
• Contribute to a well-regarded online retail brand.
• Access to company resources and training materials to enhance your skills.
• Direct impact on customer satisfaction and brand loyalty from your home office.