Job Details
- Closing Date: 06 March 2025
- Reference Number: SHO241206-3
- Job Type: Permanent
- Location: Brackenfell, Cape Town, Western Cape, South Africa
Purpose of the Job
The Customer Service Agent role is critical to delivering the best customer service experience. This role involves answering customer questions, resolving issues, and providing accurate product/service information. The agent ensures customer requests are handled with urgency, care, and understanding, creating an exceptional experience while working in a 45-hour weekly schedule (including weekends and public holidays).
Job Objectives
- Deliver high-quality customer service and contribute to a culture of service excellence.
- Manage incoming calls, providing accurate support for questions, problem resolution, and product/service information.
- Proactively handle urgent/emergency situations in line with guidelines.
- Escalate requests promptly and keep customers updated on resolution progress.
- Stay knowledgeable about performance requirements, brands, products, campaigns, and processes.
- Achieve service level goals and drive customer retention.
- Adhere to Shoprite standards, policies, and procedures, and provide feedback for improvements.
- Continuously seek ways to enhance the customer experience.
- Assist teammates with knowledge transfer or language barriers when needed.
- Support additional responsibilities as assigned.
Qualifications
Essential
- Grade 12 / Matric.
Beneficial
- Degree/Diploma or courses in Communications or a related field.
Experience
Essential
- 5+ years of experience in a Customer Services environment or similar role.
Knowledge and Skills
Essential
- Strong proficiency in Microsoft Office 365, including SharePoint Online.
Desired
- Experience in a retail or contact center environment.
How to Apply
If you meet the qualifications and are passionate about delivering exceptional customer service, apply before the closing date: 06 March 2025.
