Customer Service & Support Specialist

Key Responsibilities:

Customer Service & Ticket Management

• Respond to all customer email enquiries in a professional and timely manner.
• Review, manage, and resolve all open customer support tickets.
• Deliver first-contact resolutions wherever possible, prioritising customer satisfaction and accuracy.
• Meet or exceed email quality standards while maintaining response time SLAs.
• Process Wowcher voucher codes and customer refunds.
• Manage Wayfair customer enquiries, including replacement part requests.
• Handle eBay customer cases, payment disputes, and monitor seller performance ratings.
• Review and process Wilko return requests.
• Process Tesco closed-return refunds and new refund requests.
• Monitor and respond to customer messages through Amazon Seller Central.

Refund Administration & Reporting

• Process customer refunds accurately across all platforms.
• Maintain and update the daily refund tracker.
• Ensure all refund transactions are correctly recorded across internal systems.
• Reconcile refund information to maintain reporting accuracy.

Marketplace & Operational Monitoring

• Monitor order flow across all online marketplaces.
• Identify and escalate recurring delivery, production, or fulfilment issues.
• Monitor system integrations and report any technical issues affecting operations.
• Ensure customer service SLAs are consistently achieved across all platforms.

Marketplace Performance Management

• Monitor and respond to Amazon customer feedback.
• Review and respond to Trustpilot reviews to maintain a positive customer experience.
• Assist in maintaining marketplace account health and performance metrics.
• Support the achievement of key performance targets, including:
• Trustpilot rating of 4.5 stars or higher
• Amazon Account Health of 90% or above
• Positive marketplace reputation across all sales channels.

Disputes & Payment Resolution

• Review and manage Klarna disputes.
• Investigate and resolve PayPal disputes.
• Ensure all supporting documentation and evidence are submitted within required deadlines.
• Monitor dispute trends and escalate recurring issues for corrective action.

Operational Compliance

• Conduct weekly end-of-day compliance checks to ensure all SLAs have been met.
• Identify operational bottlenecks and recommend process improvements.
• Manage Live Chat availability, including switching services offline during non-operational hours or scheduled maintenance.
• Ensure all systems are cleared, updated, and prepared for the following operational week.

Key Performance Indicators (KPIs)

• Achieve a minimum 20% "One & Done" resolution rate within eDesk.
• Meet all customer service SLAs.
• Maintain high email quality and customer satisfaction standards.
• Process refunds accurately and within agreed turnaround times.
• Maintain Amazon Account Health at 90% or above.
• Maintain a Trustpilot rating of 4.5 stars or higher.
• Resolve disputes within required timeframes.
• Ensure operational accuracy across all customer service platforms.

Skills & Experience

• Previous experience in customer service, customer support, or e-commerce operations.
• Excellent written communication skills with strong attention to detail.
• Experience working with ticketing systems such as eDesk or similar CRM platforms.
• Knowledge of online marketplaces including Amazon, eBay, Wayfair, Tesco, and Wilko is advantageous.
• Experience handling customer refunds and payment disputes.
• Strong organisational, time management, and problem-solving skills.
• Ability to manage multiple priorities while maintaining a high standard of customer service.
• Proficient in Microsoft Office, particularly Excel, and customer management systems.

Pay: R10 000,00 - R12 000,00 per month

Work Location: In person