About Company
National Foods Limited is a leading food manufacturer in Zimbabwe, dedicated to producing high-quality, nutritious food products for millions of households. With a rich history spanning decades, we’ve built a reputation for trust, quality, and innovation across our diverse range of brands, from maize meal and flour to cooking oil and animal feed. As we continue to expand our reach and embrace digital transformation, we’re seeking passionate individuals to join our journey and help us connect with our customers in new and exciting ways, particularly through our evolving e-commerce platforms. We are committed to fostering a culture of excellence, sustainability, and community engagement, ensuring that we not only provide essential products but also contribute positively to the lives of Zimbabweans.
Job Description
Are you a customer-centric problem-solver with a passion for e-commerce and a knack for making people smile? Do you thrive in a flexible, remote work environment where your contributions directly impact customer satisfaction? National Foods Limited is actively seeking a dedicated and dynamic Remote E-commerce Customer Success Agent to join our growing digital team. In this pivotal role, you will be the friendly voice and helpful guide for our online customers, ensuring a seamless and positive experience with every interaction.
As a Remote E-commerce Customer Success Agent, you will be at the forefront of our digital customer engagement strategy. You will manage customer inquiries, provide timely solutions, and foster strong relationships through various online channels, including email, chat, and social media. This role requires an individual who is highly organized, possesses excellent communication skills, and has a deep understanding of customer needs in an online retail environment. You’ll be instrumental in converting queries into positive experiences, managing orders, assisting with product information, and resolving any issues that may arise, all while working from the comfort and convenience of your chosen remote workspace. Our commitment to flexible scheduling means you can balance your professional life with personal commitments, contributing your best work when you’re most productive.
This isn’t just a support role; it’s an opportunity to shape the customer journey for a beloved Zimbabwean brand. You will gather feedback, identify trends, and collaborate with internal teams (marketing, logistics, product development) to continuously improve our e-commerce operations and customer satisfaction metrics. Your ability to empathize, troubleshoot, and communicate clearly will be key to our success in building a loyal online customer base. We are looking for someone who is proactive, can adapt to flexible schedules, and is committed to upholding our brand’s reputation for quality and service in the digital realm. Join us in making a real difference in how our customers experience National Foods online, leveraging your expertise to build lasting relationships and enhance our digital footprint.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and social media channels.
- Assist customers with order placement, tracking, modifications, and returns related to e-commerce purchases.
- Provide accurate product information and recommendations to enhance the customer shopping experience.
- Resolve customer complaints and issues efficiently and empathetically, ensuring customer satisfaction.
- Document all customer interactions and resolutions accurately in our CRM system.
- Collaborate with internal teams (e.g., logistics, marketing) to address complex customer issues and improve processes.
- Identify and escalate critical issues to appropriate departments for timely resolution.
- Contribute to the development of FAQs and knowledge base articles to empower self-service options for customers.
- Gather customer feedback and provide insights to improve products, services, and the overall e-commerce experience.
Required Skills
- Proven experience in a customer service or customer success role (e-commerce preferred).
- Excellent written and verbal communication skills in English.
- Strong problem-solving and critical thinking abilities.
- Proficiency with CRM software and online communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and a customer-first mindset.
- Reliable internet connection and a dedicated home office setup.
Preferred Qualifications
- Experience with e-commerce platforms (e.g., Shopify, Magento).
- Familiarity with the food or consumer goods industry.
- Proficiency in additional local languages (e.g., Shona, Ndebele).
- A diploma or degree in Business Administration, Marketing, Communications, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Flexible working hours to promote work-life balance.
- Opportunity to work remotely from anywhere within Zimbabwe.
- Comprehensive training and professional development opportunities.
- Contribution to home office setup or internet allowance.
- A supportive and collaborative team environment.
- Opportunities for career growth within a leading national company.
How to Apply
If you are ready to contribute your skills to a dynamic team and make a real impact on our customer’s e-commerce journey, we encourage you to apply! Please click on the application link below to visit our careers page. Navigate through the available opportunities and submit your detailed CV and cover letter, clearly stating your interest in the Remote E-commerce Customer Success Agent role.