Remote E-commerce Experience Architect

Placements24; East London; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

Health, dental, and vision insurance

Paid time off

Professional growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Specialist to join a fully remote team. You will manage inquiries, resolve issues, and gather feedback to improve the customer journey across the online platform.

The role emphasizes empathetic communication, problem-solving, and process improvement to drive customer satisfaction and loyalty within a growing e-commerce business.

Qualifications

• Experience in customer service, preferably in e-commerce or retail.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with customer service software (e.g., Zendesk, Intercom).
• Strong understanding of the e-commerce customer journey and best practices.
• Ability to stay calm under pressure and handle difficult interactions.
• Detail-oriented with strong organizational and time management skills.

Responsibilities

• Respond to customer inquiries via email, chat, and social media in a timely, professional, and empathetic manner.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and product information, ensuring customer satisfaction.
• Proactively identify opportunities to improve the customer experience by analyzing feedback and common pain points.
• Assist in the development and implementation of customer service policies and procedures.
• Gather and document customer feedback to provide insights for product development and marketing teams.
• Process returns, exchanges, and refunds efficiently and accurately according to company policy.

Skills

Customer service

Communication

Problem solving

E-commerce knowledge

Attention to detail

Tools

Zendesk/Intercom

Job description

Placements24 is seeking an E-commerce Customer Experience Specialist to join a fully remote team. You will manage inquiries, resolve issues, and gather feedback to improve the customer journey across the online platform.

The role emphasizes empathetic communication, problem-solving, and process improvement to drive customer satisfaction and loyalty within a growing e-commerce business.