Contact Centre Agent

Reference Number: SHO250707-6
Closing Date: 14 July 2025
Location: Randburg, Gauteng, South Africa
Job Type: Permanent
Job Category: Customer Service
Working Hours: 40-hour work week, 5 days (Monday to Sunday), 8am–8pm shifts, including public holidays

Purpose of the Role

To provide efficient and professional customer support through inbound and outbound channels such as voice, email, chat, and social media. The role involves handling customer queries and complaints, aiming for First Contact Resolution (FCR), while maintaining high service standards and contributing to customer retention.

Key Responsibilities

Handle customer interactions across various platforms
Resolve queries timeously to ensure FCR where possible
Escalate unresolved issues to the correct resolution team and provide follow-up feedback
Keep systems and customer records updated accurately
Communicate clearly and provide valid and complete information to customers
Meet service level agreements and Key Performance Indicators (KPIs)
Uphold Shoprite policies, standards, and customer service expectations
Contribute to ongoing improvements in customer experience

Qualifications

Matric / Grade 12 (essential)
Post-matric qualification (NQF Level 4) (preferred)

Experience

Minimum 1 year experience in a Customer Service environment (essential)
Experience handling a variety of communication channels is advantageous

Skills and Competencies

Excellent verbal and written communication skills
Ability to resolve issues effectively and professionally
Customer-focused with a strong attention to detail
Proficient in Microsoft Office 365, especially tools relevant to customer service
Knowledge of Shoprite’s products, services, and policies (or willingness to learn quickly)
Adaptability in a fast-paced, high-volume contact centre environment

CLICK HERE TO APPLY

Contact Centre Agent