Customer Service Agent
Company: Shoprite Group of CompaniesLocation: Brackenfell, Cape Town, Western Cape, South Africa
Type: Permanent
Closing Date: 12 July 2025
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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
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Handle incoming customer calls with professionalism and efficiency
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Provide product and service information accurately
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Resolve customer queries and escalate issues where necessary
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Keep customers informed about the status of their requests
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Deliver service excellence and ensure high levels of customer satisfaction
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Stay updated on company products, procedures, and performance expectations
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Actively contribute to customer retention efforts
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Comply with Shoprite standards, policies, and procedures
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Seek continuous improvement opportunities in service delivery
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Support team members and assist with knowledge sharing and problem-solving
Qualifications
Essential
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Grade 12 / Matric
Beneficial
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Diploma or coursework in Communications or a related field
Experience
Essential
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5+ years in a customer service or similar environment
Knowledge and Skills
Essential
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Strong proficiency in Microsoft Office 365, particularly SharePoint Online
Desired
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Experience working in retail or a contact centre environment
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