Customer Experience Specialist - Online Retail

Our client is seeking a customer-centric and empathetic Customer Experience Specialist to enhance the online retail journey for their shoppers in Port Elizabeth . This hybrid role involves actively listening to customer feedback, identifying pain points, and implementing strategies to improve satisfaction and loyalty. You will be a key advocate for the customer, working to ensure every interaction with the brand is positive and memorable.

This position requires excellent communication skills and a passion for delivering outstanding service in a dynamic online retail environment.

• Monitor and analyze customer feedback across various channels (surveys, reviews, social media) to identify trends and areas for improvement.
• Develop and implement strategies to enhance the overall customer journey on the e-commerce platform.
• Respond to customer inquiries and resolve complaints efficiently and professionally, aiming for first-contact resolution.
• Collaborate with internal teams (marketing, operations, IT) to address customer-related issues and implement solutions.
• Contribute to the development of customer service policies and best practices.

• Minimum of 3 years of experience in customer service, customer experience, or a related role, preferably in online retail.
• Proven ability to handle difficult customer situations with empathy and professionalism.
• Strong analytical skills with the ability to interpret customer feedback and data.
• Excellent written and verbal communication skills.
• Familiarity with CRM systems and customer feedback tools.

• Competitive salary and potential for performance-related bonuses.
• Hybrid work arrangement, offering flexibility with a base in Port Elizabeth .
• Comprehensive medical and dental coverage.
• Employee discounts on a wide range of retail products.
• A positive and supportive team culture focused on customer satisfaction.