E-Commerce Customer Service Agent (FTC)

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