Customer Service Advisor (Temporary Contract)

Remote | South Africa | August 2026 – January 2027

Working Hours: Monday to Friday, 8:30am – 5:30pm UK Time (30-minute lunch break)

Budget: R12,000.00 CTC per month

We are recruiting 3-4 Customer Service Advisors to join the customer support team of a leading UK e-commerce retailer during its busiest trading season. This is a fantastic opportunity for experienced customer service professionals to join a fast-paced, customer-focused business while working remotely from South Africa.

As a Customer Service Advisor, you will be the first point of contact for customers, providing prompt, professional, and empathetic support primarily via email. You'll manage a wide variety of customer enquiries, ensuring every interaction is handled efficiently while maintaining an exceptional customer experience.

Key Responsibilities

• Respond to a high volume of customer enquiries via email in a timely and professional manner.
• Deliver exceptional customer service that reflects the company's commitment to customer satisfaction.
• Assist customers with order status updates, tracking information, shipping queries, and delivery delays.
• Resolve issues relating to missing, delayed, damaged, or incorrect orders.
• Process returns, refunds, exchanges, replacements, and cancellations in accordance with company policies.
• Investigate customer complaints and provide appropriate resolutions.
• Escalate complex or sensitive issues to senior team members where necessary.
• Communicate clearly and professionally with customers, ensuring all responses are accurate and easy to understand.
• Maintain a high level of empathy and professionalism when dealing with frustrated or dissatisfied customers.
• Accurately update customer records and document all interactions within the company's customer service platform.
• Liaise with internal departments, including warehouse, logistics, purchasing, and management teams, to resolve customer issues efficiently.
• Follow established processes and standard operating procedures while exercising sound judgement when handling unique situations.
• Identify recurring customer issues and communicate trends or process improvements to management.
• Meet individual and team service level agreements (SLAs), response time targets, and quality standards.
• Prioritise urgent enquiries while effectively managing multiple tasks throughout the day.
• Maintain confidentiality and handle customer information responsibly.
• Adapt quickly to new products, policies, procedures, and system updates.
• Contribute positively to a collaborative and supportive remote team environment.

Requirements

• Minimum of 2 years' experience in a customer service, customer support, customer success, or contact centre environment.
• Previous experience supporting customers within an e-commerce, online retail, logistics, or order fulfilment environment is highly advantageous.
• Exceptional written English with outstanding grammar, spelling, punctuation, and attention to detail.
• Ability to write professional, friendly, and empathetic customer responses that are personalised rather than scripted.
• Excellent problem-solving and conflict resolution skills.
• Demonstrated ability to de-escalate difficult customer situations and turn negative experiences into positive outcomes.
• Strong organisational and time management skills with the ability to prioritise competing tasks.
• Comfortable managing a high-volume inbox while maintaining accuracy and quality.
• Excellent multitasking skills and the ability to switch between different customer cases efficiently.
• High level of computer literacy with the ability to learn new systems quickly.
• Experience using CRM or customer support platforms such as Zendesk, Gorgias, Freshdesk, Intercom, HubSpot, Salesforce, or similar systems is advantageous.
• Experience working with order management systems, shipping platforms, or e-commerce platforms such as Shopify, Magento, WooCommerce, or similar is beneficial.
• Strong analytical skills with the ability to investigate issues and identify appropriate solutions.
• Self-motivated with the ability to work independently in a fully remote environment.
• Highly reliable with excellent attendance and time management.
• Professional, positive attitude with a genuine passion for delivering outstanding customer experiences.
• Comfortable working in a fast-paced environment during peak trading periods.
• Ability to remain calm under pressure while maintaining professionalism.
• Excellent decision-making skills and the confidence to take ownership of customer enquiries from start to finish.
• Strong teamwork skills with the ability to collaborate effectively across departments.
• Reliable fibre internet connection with backup power and a dedicated home office environment suitable for remote work.

What We're Looking For

We're looking for individuals who genuinely enjoy helping people and take pride in delivering exceptional customer experiences. You'll be someone who communicates clearly, pays close attention to detail, takes ownership of problems, and thrives in a busy environment. You're proactive, adaptable, solutions-focused, and committed to providing every customer with a positive experience, even when handling challenging situations.

What's on Offer

• Fully remote position working with an established UK e-commerce retailer.
• Fixed-term contract from August 2026 until January 2027 .
• Monday to Friday working schedule with no weekend work.
• International work experience with a growing UK business.
• Supportive, collaborative, and friendly team environment.
• Opportunity to develop valuable e-commerce and international customer service experience.