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Position: Customer Service Agent
Reference Number: SHO241206-3
Closing Date: 2025/03/06
Employment Type: Permanent
Location: Brackenfell, Cape Town, Western Cape, South Africa
Purpose of the Job
The Customer Service Agent plays a vital role in delivering the highest level of customer service to ensure an exceptional customer experience. This role involves answering customer queries, resolving issues, and providing accurate product and service information. As part of the frontline support team, the agent will handle customer requests with urgency, care, and professionalism.
Working Hours
This is a 45-hour work week role, scheduled across any five days from Monday to Sunday, including public holidays, in alignment with legislative requirements.
Job Objectives
- Deliver outstanding customer service and foster a culture of service excellence.
- Manage all incoming customer calls, clearly communicating and addressing questions, concerns, and product/service issues.
- Respond proactively to urgent or emergency situations in line with product/service guidelines.
- Escalate requests when necessary and provide timely updates to customers on resolutions.
- Stay informed about company performance standards, brands, products, campaigns, and processes.
- Meet and exceed service level goals, contributing to customer retention.
- Adhere to all Shoprite standards, policies, and procedures, while providing constructive feedback for improvements.
- Continuously seek ways to enhance the customer experience.
- Offer support to teammates, such as knowledge sharing or assisting with customer language barriers.
- Undertake additional responsibilities as assigned.
Qualifications
Essential:
- Grade 12 / Matric
Beneficial:
- Degree/Diploma or relevant courses in Communications or related fields.
Experience
Essential:
- At least 5 years of experience in a Customer Service role or similar environment.
Desired:
- Experience in a retail or contact center setting.
Knowledge and Skills
Essential:
- Strong proficiency in Microsoft Office 365, including SharePoint Online.
Desired:
- Familiarity with retail operations or contact center environments.
If you’re passionate about delivering exceptional customer service and thrive in a fast-paced environment, this is your opportunity to make a difference!
Jobs Learnerships Internships Apprenticeships
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