About Company
Mr Price Group is a leading South African retail company with a vast portfolio of fashion, home, and sport brands. Established in 1987, we’ve grown into a powerhouse, celebrated for our value-focused offerings and innovative retail strategies. With a strong commitment to digital transformation, our e-commerce platforms are at the heart of our expansion, connecting millions of customers to their favourite products across the country. We pride ourselves on creating a dynamic and inclusive work environment, fostering growth, and embracing the future of retail with technology and customer-centricity. Join a company that not only understands retail but lives it, providing affordable fashion and quality goods to our diverse customer base through an ever-evolving digital footprint.
Job Description
Are you a customer-focused individual with a passion for e-commerce and a knack for problem-solving? Mr Price Group is looking for a dedicated and enthusiastic Remote E-commerce Customer Success Agent to join our growing digital team. This is a fantastic opportunity for someone who thrives in a fast-paced environment and is committed to delivering exceptional customer experiences from the comfort of their home. As a key contact for our online customers, you will be responsible for ensuring their journey with Mr Price Group’s e-commerce brands is seamless and satisfying. Your daily tasks will involve responding to inquiries, resolving issues, and providing detailed information about products, orders, and services. We offer flexible scheduling options to accommodate various lifestyles, recognizing that a healthy work-life balance contributes to overall success. We believe in empowering our team members with the tools and autonomy they need to excel, making this role ideal for self-starters who are highly organized and possess excellent communication skills. If you’re passionate about making a real difference in the lives of our customers and contributing to the success of a leading retail giant, all while enjoying the flexibility of remote work, we encourage you to apply. This role is more than just customer service; it’s about building lasting relationships and fostering brand loyalty through every interaction.
Key Responsibilities
- Provide exceptional customer support via phone, email, and live chat for Mr Price Group's e-commerce platforms.
- Address customer inquiries regarding product information, order status, returns, exchanges, and payment processing.
- Proactively identify and resolve customer issues efficiently and empathetically, escalating complex problems when necessary.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Collaborate with internal teams (logistics, IT, marketing) to ensure a holistic approach to customer satisfaction.
- Educate customers on self-service options and promote the benefits of our loyalty programs.
- Monitor customer feedback and identify trends to contribute to continuous improvement of e-commerce operations.
- Adhere to company policies and procedures, ensuring compliance and data privacy.
- Work effectively within a remote team environment, maintaining high levels of communication and productivity.
- Utilise flexible scheduling to manage workload and meet service level agreements (SLAs).
Required Skills
- Minimum 1 year of experience in a customer service or contact centre role, preferably in an e-commerce environment.
- Excellent verbal and written communication skills in English.
- Proficiency in using CRM software and other customer service tools.
- Strong problem-solving abilities and a calm, patient demeanor.
- Ability to work independently and manage time effectively in a remote setting.
- High-speed internet connection and a quiet, dedicated home office space.
- Adaptability to flexible work schedules, including some evenings or weekends if required.
- Demonstrated empathy and a genuine desire to help customers.
Preferred Qualifications
- Experience with major e-commerce platforms (e.g., Shopify, Magento).
- Familiarity with retail industry best practices and online shopping trends.
- A relevant tertiary qualification (e.g., Diploma or Certificate) in Business, Marketing, or a related field.
- Proficiency in additional South African official languages.
Perks & Benefits
- Competitive monthly salary.
- Flexible working hours and remote work arrangement.
- Opportunities for career growth and professional development within a leading retail group.
- Access to employee discounts across Mr Price Group brands.
- Supportive and collaborative team culture.
- Paid time off and public holidays.
- Access to virtual training and e-learning resources.
How to Apply
Interested candidates are invited to click on the application link below to apply for this exciting opportunity. Please submit your detailed CV and a cover letter outlining your experience in e-commerce customer service and why you are a great fit for a remote role with flexible schedules. Only shortlisted candidates will be contacted.