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Customer Service Agent
Company: Shoprite Group of Companies
Reference Number: SHO241206-3
Location: Brackenfell, Cape Town, Western Cape, South Africa
Job Type: Permanent
Closing Date: 6 March 2025
Purpose of the Job
The Customer Service Agent ensures exceptional customer service by resolving inquiries, addressing problems, and sharing accurate product and service information. This role acts as the frontline connection between the company and its customers, providing timely assistance while maintaining service excellence.
The position requires a 45-hour workweek with shifts scheduled from Monday to Sunday, including public holidays, as per legislative requirements.
Key Responsibilities
- Deliver outstanding customer service to foster a culture of excellence.
- Manage incoming customer calls and provide accurate support for inquiries and issues.
- Act swiftly during urgent or emergency situations while adhering to guidelines.
- Escalate requests and keep customers informed about progress.
- Stay updated on products, brands, campaigns, and processes, actively contributing to self-development.
- Ensure service level goals are met and work to improve customer retention.
- Follow Shoprite’s policies, offering feedback when improvements are necessary.
- Seek opportunities to enhance the customer experience proactively.
- Assist team members in need, such as with knowledge transfer or language barriers.
- Perform additional duties as assigned by management.
Qualifications
Essential:
- Grade 12 / Matric
Beneficial:
- Degree/Diploma in Communications or a related field.
Experience
Essential:
- Minimum of 5 years’ experience in a Customer Service role or similar environment.
Desired:
- Experience in a retail or contact center environment.
Knowledge and Skills
Essential:
- Proficiency in Microsoft Office 365, including SharePoint Online.
Desired:
- Retail and contact center experience.
If you are passionate about customer service and ready to join a dynamic team, apply by 6 March 2025 for the Customer Service Agent position at Shoprite Group in Brackenfell, Cape Town!
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