Customer Service Assistant

About the role

We are a UK‑based marine retail business looking for a remote Customer Service Assistant based in South Africa. You will be the primary point of contact for customers via phone and email, handling enquiries from product questions to order issues and complaints.

Key responsibilities

• Manage customer emails and telephone calls, providing product information, order updates, stock checks and assistance with returns, refunds and exchanges.
• Investigate and resolve delivery problems, track parcels, liaise with couriers and update customers until issues are closed.
• Handle complaints professionally, gather relevant information, coordinate with internal teams or suppliers and propose solutions within company guidelines.
• Maintain accurate records in internal systems, escalating complex cases to the UK team when necessary.

Required profile

• Proven experience in a customer‑facing role, preferably in e‑commerce, retail or order management.
• Excellent written and spoken English with strong problem‑solving and organisational abilities.
• Comfortable working independently in a fully remote environment and collaborating with a distributed team.

Required skills

• Microsoft Outlook and Microsoft 365 applications.
• Order management and e‑commerce platforms.
• CRM or customer‑service software.
• Courier tracking systems.