Customer Support & E-commerce Operations Executive

SUMMARY:
This role exists to balance high-quality customer support with operational intelligence in an office-based, hot-desk environment.

POSITION INFO:

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 Europe’s 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.

About You

• 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.