Overview
Ecommerce Customer Support Specialist Jobs in South Africa at Talently
Title: Ecommerce Customer Support Specialist
Company: Talently
Location: South Africa
*hiring on behalf of our client
Title: Ecommerce Customer Support Specialist
Time: Full-Time ( 8am-6pm UK time)
Location: Remote
Compensation: £20,000/y (R434,000/y)
The Company
Our client is a high-impact program designed to help marketing agency owners scale with clarity, structure, and accountability. This program exists to help agency owners clearly define what growth looks like for them and to provide actionable, structured support to achieve it within a 6-month roadmap.
Role Overview
We are hiring a highly reliable, delivery-focused Customer Support Specialist to manage ticket-based support across multiple brands. This is a hands-on, SLA-driven role focused on efficiency, accuracy, and continuous improvement. You will be responsible for resolving tickets to a high standard while also contributing to automation, self-service resources, and AI-led support systems.
Beyond ticket handling, you will identify patterns, surface actionable insights, and play a key role in building a scalable, efficient, and trusted customer support function.
Key Responsibilities
• Manage tickets across multiple brands using Dixa, ensuring accuracy and SLA compliance
• Maintain a consistent 24-hour SLA with high-quality resolution
• Prioritise workload to handle high ticket volumes effectively
• Build a strong product and customer journey understanding
• Improve FAQs, macros, and chatbot responses to reduce volume
• Support automation and AI improvements using Digital Genius
• Identify trends and share insights to improve operations
• Contribute to training through recurring issue identification
• Support conversion, retention, and overall customer experience
Qualifications
• 3+ years in high-volume, ticket-based support
• Strong written communication and problem-solving skills
• Proven ability to meet SLAs under pressure
• Highly organised and dependable
• Proactive and improvement-focused mindset
• Confident with support tools and new systems
• Exposure to automation or AI tools is a plus
• Flexible during peak periods to maintain SLA coverage