Customer Service Agent

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Customer Service Agent

Company: Shoprite Group of Companies
Location: Brackenfell, Cape Town, Western Cape, South Africa
Type: Permanent
Closing Date: 12 July 2025
  • Reference: SHO250709-4


Purpose of the Role

To deliver outstanding customer service by handling customer queries, resolving issues, and providing accurate product and service information. This frontline role is key to ensuring a positive customer experience and is part of a high-performing service team. The position requires working a 45-hour week across any five days (Monday to Sunday, including public holidays) on a planned shift schedule.


Key Responsibilities

  • Handle incoming customer calls with professionalism and efficiency

  • Provide product and service information accurately

  • Resolve customer queries and escalate issues where necessary

  • Keep customers informed about the status of their requests

  • Deliver service excellence and ensure high levels of customer satisfaction

  • Stay updated on company products, procedures, and performance expectations

  • Actively contribute to customer retention efforts

  • Comply with Shoprite standards, policies, and procedures

  • Seek continuous improvement opportunities in service delivery

  • Support team members and assist with knowledge sharing and problem-solving


Qualifications

Essential

  • Grade 12 / Matric

Beneficial

  • Diploma or coursework in Communications or a related field


Experience

Essential

  • 5+ years in a customer service or similar environment


Knowledge and Skills

Essential

  • Strong proficiency in Microsoft Office 365, particularly SharePoint Online

Desired

  • Experience working in retail or a contact centre environment

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