About the Role
Our client, a growing online retailer, is seeking a dedicated and customer-centric E-commerce Customer Experience Specialist to join their team in
Queenstown, Eastern Cape
.
This role is crucial for ensuring that every customer interaction with our brand is positive, seamless, and memorable.
You will be the frontline representative, handling customer inquiries, resolving issues, and proactively seeking ways to enhance the overall customer journey.
The adecuado candidate possesses exceptional communication skills, a genuine passion for helping others, and a strong understanding of e-commerce operations and customer service best practices.
If you are empathetic, solutions-oriented, and thrive in a customer-focused environment, this opportunity is for you.
Key Responsibilities
Respond to customer inquiries via email, phone, live chat, and social media in a timely, professional, and helpful manner.
Resolve customer issues and complaints efficiently and effectively, escalating complex cases as needed while ensuring customer satisfaction.
Process orders, returns, exchanges, and refunds according to company policies.
Provide product information and support to customers, assisting them with purchasing decisions.
Gather customer feedback and identify trends in inquiries and issues to provide insights for service and product improvements.
Contribute to the development and maintenance of customer service knowledge base and FAQs.
Proactively identify opportunities to improve the customer experience and suggest relevant solutions.




Build rapport with customers and foster brand loyalty through positive interactions.
Collaborate with other departments (e.g., Sales, Operations, Marketing) to ensure a cohesive customer experience.
Maintain accurate records of customer interactions and transactions.
Requirements
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 or retail environment.
Excellent verbal and written communication skills, with a clear and professional tone.
Strong active listening and problem-solving abilities.
Proficiency in using customer service software and CRM systems.
Ability to multitask, prioritize, and manage time effectively.
A positive attitude, empathy, and a passion for delivering outstanding customer service.
Familiarity with e-commerce platforms and online shopping processes.
Ability to work independently and as part of a team.
Detail-oriented with strong organizational skills.
Benefits
Competitive starting salary with opportunities for increase based on performance.
Valuable experience in the e-commerce industry in
Queenstown, Eastern Cape
.
Comprehensive health and wellness benefits package.
Paid time off, including vacation and sick days.
Employee discounts on products.
Training and development programs to enhance customer service skills.
A supportive and friendly team environment.
Opportunity to directly impact customer satisfaction and brand reputation.
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📌 E-Commerce Customer Experience Specialist (Riós)
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📍 Riós