Customer Service Agent

2 weeks ago


Cape Town, Western Cape, South Africa Shoprite Group of Companies Full time
Job title : Customer Service AgentJob Location : Western Cape, Cape TownDeadline : March 12, 2025Quick Recommended Links
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Job Objectives

  • Delivering high quality customer service and continually contributing towards a culture of customer service  excellence – being passionate about the customer experience
  • Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.
  • Being proactive to urgent/emergency situations in accordance with product/service guidelines.
  • Providing timely escalation of requests and updating our customers on the progress of resolution.
  • Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development
  • Ensuring all service level goals are understood and achieved.
  • Taking the necessary steps to drive up customer retention. 
  • Following all set Shoprite standards, policies and procedures and providing input when something is not working as well as it should. 
  • Proactively seeking ways to continuously improve the customer experience.
  • Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
  • Supporting other responsibilities that may be assigned from time to time.

Qualifications

Essential

  • Grade 12 / Matric

Beneficial

  • Degree/Diploma or Courses in Communications or a related field.

Experience

Essential

  • +5 years' experience in a Customer Services environment or similar role.
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