Customer Support & E-commerce Operations Executive

SUMMARY:
The purpose of this role is to balance high-quality customer support with operational intelligence within an office-based, hot-desk environment.

POSITION INFO:

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.