Remote Retail Customer Experience Specialist

Placements24; Bloemfontein; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive annual salary

Remote work flexibility

Training & development opportunities

Software/tools provided

Job summary

Placements24 is seeking a dedicated Remote Retail Customer Experience Specialist to join a growing team, supporting Bloemfontein-based operations from anywhere. You will be the primary contact for customers across email, chat, and phone, ensuring every interaction reflects our commitment to exceptional service.

The ideal candidate has strong English communication, problem-solving skills, and experience with CRM systems.

Qualifications

• Experience in customer service or support in retail/e-commerce.
• Excellent written and verbal English communication.
• Strong problem-solving and customer-centric mindset.
• Proficient with CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting.
• Home office setup with reliable high-speed internet.

Responsibilities

• Handle inquiries via email, live chat, and phone with professionalism.
• Provide accurate information about products, services, and policies.
• Resolve complaints aiming for first-contact resolution.
• Document all interactions in the CRM system.
• Identify recurring issues and provide feedback for improvements.
• Assist customers with orders, returns, and exchanges.
• Proactively engage to enhance the customer experience.
• Stay up-to-date with product knowledge and updates.
• Collaborate with team members to share best practices.

Skills

Customer service experience

English communication

Problem solving

Customer-centric mindset

Time management

Independent work

Education

High school diploma

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client is seeking a dedicated and empathetic Remote Retail Customer Experience Specialist to join their growing team, supporting operations based in **Bloemfontein, Free State**. This fully remote position is critical for ensuring that every customer interaction reflects our client's commitment to exceptional service. You will be the primary point of contact for customers, resolving inquiries, addressing concerns, and providing guidance across various communication channels, including email, chat, and phone. The ideal candidate will be passionate about customer satisfaction, possess outstanding communication skills, and thrive in a remote work environment. This role offers the flexibility to work from anywhere while making a significant impact on customer loyalty and brand reputation. Your contribution will be vital in maintaining our client's high standards of customer care.

Key Responsibilities

• Handle customer inquiries and issues via email, live chat, and phone calls with professionalism and efficiency.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and concerns in a timely and satisfactory manner, aiming for first-contact resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify recurring customer issues and provide feedback to relevant departments for service improvement.
• Assist customers with order placement, returns, and exchanges.
• Proactively engage with customers to enhance their overall experience and build strong relationships.
• Stay up-to-date with product knowledge and company updates to provide the best possible assistance.
• Collaborate with team members and supervisors to share best practices and improve team performance.

Requirements

• Proven experience in a customer service or customer support role, preferably in a retail or e-commerce setting.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet access.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Must be comfortable working with digital communication tools and remote collaboration platforms.
• Previous experience with online retail platforms is advantageous.

Benefits

• Competitive annual salary.
• Remote work flexibility, allowing you to work from anywhere.
• Opportunities for training and professional development in customer experience management.
• Access to company-provided software and tools.
• A supportive virtual team environment.
• Potential for performance-based bonuses.