Overview
Customer Support & E-commerce Operations Executive Jobs in Cape Town, South Africa at The Legends Agency
Customer Support & E-commerce Operations Executive
Balance high-quality customer support with operational intelligence in a role integrating AI-powered tools for a leading international technology supplier.
Cape Town (In Office), R20 000/month, 8:30 am – 5:00 pm (UK time).
About Our Client
The client is among Europe’s leading independent suppliers of new and refurbished technology systems, specializing in premium second-life hardware alongside selected Windows and Android devices. Operating across the UK and Europe, they manage multiple international e-commerce platforms and direct-to-consumer channels serving customers worldwide.
The Role:
Customer Support & E-commerce Operations Executive
The purpose of this role is to balance high-quality customer support with operational intelligence within an office-based, hot-desk environment. This position exists to manage customer engagement via email and marketplace systems while using AI-powered tools and data proficiency to identify trends and risks. The main focus areas include overseeing AI-assisted responses, handling complex warranty or return cases, and providing structured feedback to UK management to support process improvements.
Key Responsibilities
- Manage customer queries via email and marketplace messaging systems to ensure a premium, human‑led experience.
- Review and oversee AI‑assisted responses to ensure 100% accuracy and brand alignment.
- Handle escalated or complex queries, including technical product specifications, returns, and warranty cases.
- Liaise with fulfilment and logistics teams to resolve customer cases efficiently.
- Monitor customer trends and act as first‑line intelligence for emerging risks such as delivery delays.
- Flag patterns in returns and warranty claims using high‑level Excel skills and data tracking.
- Provide structured feedback and operational logs to UK management to support continuous process improvement.
About You
- Strong Excel and data proficiency for monitoring trends and tracking operational logs.
- Meticulous attention to detail with a fine eye for reviewing AI‑generated content and technical specifications.
- Analytical and proactive mindset with a passion for data analytics.
- Excellent written communication skills for professional email and marketplace messaging.
- Ability to translate complex logistics or technical issues into clear customer communications.
- Ability to work 8:30 am – 5:00 pm (UK time) from a Cape Town office.
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Title: Customer Support & E-commerce Operations Executive
Company: The Legends Agency
Location: Cape Town, South Africa
Category: