We are looking for a dynamic and customer-focused E-Commerce Customer Service Agent to join our team. The successful candidate will be responsible for managing customer queries across multiple communication channels, ensuring a seamless and positive customer experience.
Key Responsibilities
- Respond to customer queries via phone, email, live chat, and social media
- Resolve customer complaints efficiently and within set SLA timeframes
- Accurately capture and update customer information on CRM systems
- Provide clear, professional, and timely feedback to customers
- Escalate complex issues to management when necessary
- Maintain detailed records of customer interactions
- Ensure all queries and complaints are closed within required timelines
- Support customer retention through excellent service delivery
Key Requirements
- Grade 12 (Matric) – essential
- Minimum 1 year experience in a customer service or customer resolution environment
- Experience in retail or e-commerce (advantageous)
- Tertiary qualification (advantageous)
Skills & Competencies
- Strong verbal and written communication skills
- Excellent problem-solving and conflict resolution abilities
- Ability to multitask and work under pressure
- Strong time management and organisational skills
- Customer-centric mindset
- Active listening and interpersonal skills
- High level of professionalism and resilience
Technical Requirements
- Proficiency in MS Office
- Experience with CRM systems
- Social media proficiency
- Understanding of customer service best practices
- Knowledge of the Consumer Protection Act (CPA) (advantageous)
What We’re Looking For
- A team player with a positive attitude
- Someone who takes ownership and delivers results
- Ability to follow processes and adhere to company policies
- Passion for delivering excellent customer service
Why Join Us?
- Opportunity to grow within a dynamic retail environment
- Supportive team culture
- Continuous learning and development
