Overview
Customer Service & Support Specialist Jobs in Somerset West at Outsource-x
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
Title: Customer Service & Support Specialist
Company: Outsource-x
Location: Somerset West
