E-commerce Customer Experience Specialist

Our client, a growing online retailer specializing in artisanal crafts, is seeking a dedicated E-commerce Customer Experience Specialist. This role involves a hybrid work arrangement
, combining office-based duties in Port Elizabeth, Eastern Cape with remote flexibility. You will be the primary point of contact for customers, ensuring they receive exceptional support throughout their shopping journey. We are looking for a compassionate, problem-solving individual with a passion for delivering outstanding service and a thorough understanding of e-commerce customer support best practices. Your role will be pivotal in building customer loyalty, resolving issues efficiently, and gathering feedback to improve our client's online offering.

The ideal candidate is an excellent communicator, patient, and thrives on helping others. You will contribute directly to maintaining and enhancing our client's reputation for excellent customer care in the competitive online marketplace.

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Resolve customer issues and complaints effectively, ensuring customer satisfaction and retention.
• Process orders, returns, and exchanges accurately and efficiently.
• Provide product information and support to customers.
• Gather customer feedback and identify trends to inform service improvements.
• Collaborate with other departments (e.g., logistics, marketing) to resolve complex customer issues.
• Maintain accurate customer records and interaction logs.
• Contribute to the development and updating of FAQ pages and customer support resources.
• Identify opportunities to enhance the overall customer experience on the website.
• Ensure all customer interactions reflect the brand's values and commitment to quality service.

• High school diploma or equivalent; a degree in a related field is a plus.
• Minimum of 2 years of experience in customer service, preferably within an e-commerce environment.
• Excellent communication skills, both written and verbal, with a strong command of English.
• Proficiency in using customer support software and CRM systems.
• Strong problem-solving and conflict-resolution abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with e-commerce platforms and processes is desirable.
• Basic understanding of online order fulfillment and shipping procedures.
• A team player with the ability to work independently when required.

Our client offers a competitive salary with potential for performance-based incentives. Employees are provided with comprehensive medical aid and related health benefits. Opportunities for training and development in customer service excellence are available. Enjoy a flexible hybrid work arrangement, offering a balance between office collaboration and remote flexibility in Port Elizabeth
. Be part of a supportive and customer-focused team. Paid annual leave and public holidays are provided. Our client offers a modern office environment and the necessary tools for effective remote work. Opportunities to directly influence customer satisfaction and brand loyalty are significant. A friendly and encouraging work culture is a core value.