E-commerce Customer Service Representative

Our client is seeking a dedicated and customer-centric E-commerce Customer Service Representative to join their expanding online retail division. This is a fully remote position, offering the convenience of working from home while providing essential support to our online customers. You will be responsible for handling customer inquiries, resolving issues, and ensuring a seamless online shopping experience. Your role will be critical in maintaining customer satisfaction and fostering brand loyalty for our digital presence, which serves customers across Stellenbosch and beyond.

• Respond promptly and professionally to customer inquiries via email, chat, and phone regarding orders, products, and services.
• Resolve customer complaints and issues efficiently and empathetically, aiming for first-contact resolution.
• Process online orders, returns, exchanges, and refunds according to company policies.
• Provide accurate product information and guidance to assist customers in their purchasing decisions.
• Escalate complex issues to relevant departments or supervisors for resolution.
• Maintain detailed records of customer interactions and transactions in the CRM system.

• Proven experience in a customer service role, preferably within an e-commerce environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-first attitude.
• Proficiency in using customer relationship management (CRM) software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• Familiarity with online retail platforms and processes.

• Competitive annual salary and potential for performance bonuses.
• Comprehensive health and dental insurance plans.
• Generous paid time off and holiday leave.
• Opportunities for skill development and career progression within e-commerce.
• The flexibility and comfort of a remote work environment .