E - commerce Customer Liaison

HERTEX is a leading supplier of high-quality fabrics, rugs, wallpaper and homeware for both the local and international market. What started in 1987 as a humble Cape Town showroom has since grown into 19 showrooms nationwide, with more on the way, as well as a thriving online store, hertexhaus.co.za. Hertex is a family-run business that’s focused on achieving excellence in everything it does.

As a team, we encourage and support one another and are committed to the success of our customers and the business. At Hertex, everyday counts. We communicate with honesty and respect, and work relentlessly, with passion and energy.

We are searching for a highly motivated e-commerce customer liaison who is passionate about premium home décor to join our growing e-commerce team to provide our online retail customers with exceptional customer service and support. The successful candidate will be based at our head office in Stikland, Bellville and will occasionally be required to attend to work outside of the normal working hours, as required by an always-on platform.

Main Duties

Customer engagement & support:

• Handle customer queries telephonically, through WhatsApp, Shopify Inbox, emails and social media platforms
• Respond promptly to all customer queries
• Solve problems and offer solutions
• Collaborate with internal teams to ensure timely and accurate shipment of products
• Handle returns, exchanges, and refunds efficiently while maintaining brand policies and standards
• Support payment process

Product knowledge and upselling:

• Maintain a comprehensive understanding of Hertex HAUS products, features and benefits
• Proactively suggest complimentary products, accessories and styling solutions to enhance the customer shopping experience and increase sale

Technical assistance:

• Assist customers to navigate the website, resolve technical issues and troubleshoot account related problems.

• Gather customer feedback to improve services and product offerings and compile relevant reports.

Minimum requirements

• National Senior Certificate
• Minimum 2 years’ experience in an e-commerce environment
• Minimum of 2 years’ experience in a customer service role
• A keen interest in premium home décor and design
• Previous experience working on Shopify.

• Excellent written and verbal communication skills with outstanding objection handling skills
• Highly organized and meticulous about detail and record keeping
• Ability to thrive under pressure

We offer a market related basic salary with company benefits and the thrill of working for a thriving business.

If you are interested and meet the minimum requirements, we would love to hear from you.

Please send your CV to ***email_hidden***

Please state in the subject line: E-commerce Customer Liaison

If you haven’t heard back from us within 2 weeks of the closing date, please consider your application as unsuccessful.