We are hiring!

Position: Customer Service Associate - Ecommerce
Department: Operations
Reports To: Line Manager

We’re are looking for an individual that will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

We’re seeking an associate that is patient, empathetic, and passionately communicative, someone who love to communicate. Customer service representatives can put themselves in their customer’s shoes and advocate for them when necessary. Customer feedback is priceless. Problem solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

We’re seeking an individual to be part of our growing family.

Job Responsibilities

Key Functions:

  • Manage a fair volume of incoming communication 
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints provide appropriate solutions and alternatives within the time limits;
    follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Qualifications and skills:

  • Experience with Zendesk
  • Experience in E-Commerce advantageous
  • Proven customer support experience or experience as a client service representative
  • Strong handling skills
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication skills
  • Ability to multi-task, prioritise, and manage time effectively
  • Ability to meet standard KPIs


If you think you would be a suitable candidate for this position, please email your CV and necessary contact details to support@iconix.co.za