E-commerce Customer Experience Specialist

About the Role  Our client is seeking a customer-centric and proactive E-commerce Customer Experience Specialist to join their team in Kimberley . This role is essential for ensuring that every customer interaction with our client's brand is positive, efficient, and memorable. You will be the frontline support, addressing customer inquiries, resolving issues, and gathering feedback to continuously improve the overall customer journey.

This hybrid role combines essential in-office engagement with the convenience of remote work, allowing for a balanced approach to customer service excellence.

Key Responsibilities   Respond to customer inquiries via email, phone, and chat in a timely, professional, and empathetic manner.
Resolve customer issues efficiently, including order tracking, returns, exchanges, and product-related questions.
Document customer interactions and feedback accurately in the CRM system.
Identify recurring customer issues and provide insights to relevant departments for process improvement.
Assist in developing and updating customer service FAQs and support documentation.
Contribute to creating a consistently positive and exceptional customer experience across all touchpoints.
Requirements   Previous experience in a Customer Service or Customer Experience role, preferably in e-commerce.
Excellent communication and interpersonal skills, with a patient and friendly demeanor.
Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
Strong problem-solving abilities and the capacity to handle challenging customer situations calmly.
Ability to work independently and as part of a team in a hybrid work environment.
A genuine passion for customer satisfaction and building brand loyalty.
Benefits   Competitive annual salary and potential for performance bonuses.
Hybrid work arrangement offering flexibility.
Comprehensive health benefits package.
Opportunities for training and career development within customer success.
Employee discounts on company products.