Overview
Customer Service Representative – Ecommerce Jobs in South Africa at Poly & Bark
Title: Customer Service Representative – Ecommerce
Company: Poly & Bark
Location: South Africa
Company Description Poly & Bark is an ecommerce company specializing in stylish, modern furniture designed for everyday living. The organization focuses on delivering high-quality products at accessible prices, supported by a seamless online shopping experience. Poly & Bark emphasizes exceptional customer service, reliable shipping, and clear communication to ensure customer satisfaction. Team members collaborate in a dynamic, growth-oriented environment where ideas for improving the customer experience are encouraged and valued.
Role Description The Customer Service Representative – Ecommerce is a full-time remote role responsible for supporting customers throughout the online shopping journey. Daily tasks include responding to customer inquiries via email, chat, and phone, providing product information, assisting with orders, tracking shipments, and resolving issues such as returns, exchanges, and billing questions. The role involves maintaining accurate records of customer interactions, coordinating with internal teams to solve complex problems, and following up to ensure timely resolution. The representative is expected to uphold brand voice and service standards, contribute to FAQs and knowledge bases, and identify recurring issues or trends to help improve processes and customer experience.
Qualifications
- Demonstrated skills in Customer Service and Customer Support, with experience handling inquiries in an ecommerce or retail environment.
- Ability to foster strong Customer Experience and Customer Satisfaction through clear communication, empathy, and problem-solving.
- Experience working as or alongside Customer Service Representatives, including managing multiple channels (email, chat, phone).
- Strong written and verbal communication skills, with attention to detail and accurate data entry.
- Comfort with remote work, including reliable internet access and the ability to manage time and tasks independently.
- Proficiency with online customer support tools, order management systems, and basic office software.
- Prior experience in ecommerce, furniture, or home goods is beneficial but not required.
- High school diploma or equivalent; additional education or training in customer service or business is a plus.