Customer Support & E-commerce Operations Executive
Customer Support & E-commerce Operations Executive
Join a team integrating AI-powered tools with premium, human-led customer experience for a leading supplier of new and refurbished technology systems.
Cape Town (In Office), R20 000/month
About Our Client
The company is among Europes leading independent suppliers of new and refurbished technology systems, specializing in premium second-life hardware alongside selected Windows and Android devices. It operates across the UK and Europe, managing multiple international e-commerce platforms and direct-to-consumer channels to serve customers worldwide.
The Role: Customer Support & E-commerce Operations Executive
This role exists to balance high-quality customer support with operational intelligence in an office-based, hot-desk environment. Working closely with the UK-based Customer Service Lead and operations team, the position focuses on managing customer engagement through AI-assisted tools and professional messaging while providing first-line intelligence on customer trends and emerging risks.
Key Responsibilities- Manage customer queries via email and marketplace messaging systems.
- Review and oversee AI-assisted responses to ensure 100% accuracy and brand alignment.
- Handle escalated or complex queries including returns, warranty cases, and technical product specifications.
- Liaise with fulfilment and logistics teams to resolve cases efficiently.
- Act as first-line intelligence by proactively flagging patterns in returns, warranty claims, or delivery delays.
- Provide structured feedback and data insights to UK management to support process improvements.
- Excellent written communication skills with the ability to translate complex logistics or technical issues into clear customer experiences.
- Meticulous attention to detail for reviewing AI-assisted responses and managing warranty cases.
- Analytical and proactive mindset with a passion for data analytics.
- Ability to communicate professionally via email and marketplace messaging systems.