Social Media Customer Service Agent
Location: Sandton, Gauteng
Division: Pepkor Lifestyle Corporate – Customer Resolution Centre
Business Unit: Social Media
Industry: Retail
Job Function: Customer Service
Job Type: Permanent
Posted: 10 August 2025
Closing Date: 08 September 2025
Experience Required: Associate level
Introduction:
Pepkor Lifestyle is seeking a dynamic and proactive Customer Service Agent who specializes in social media platforms. This role focuses on managing and resolving customer interactions across various platforms, while ensuring a professional and customer-centric online presence.
Key Responsibilities:
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Monitor and respond promptly to customer comments, messages, and inquiries on social media platforms in line with brand tone and guidelines
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Collaborate with internal departments to resolve customer issues efficiently
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Apply customer service policies and systems accurately
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Ensure service delivery aligns with company values of customer centricity
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Contribute to team effectiveness and manage personal productivity
Minimum Requirements:
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Grade 12 (Matric)
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2–3 years’ experience in:
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Social Media/Community Management
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Customer Service (preferably in a retail environment)
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Relevant qualification in Media, Digital, or Communications
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Working knowledge of:
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Customer Protection Act (CPA)
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CRM systems and customer engagement best practices
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Pepkor Lifestyle policies, systems, and platforms
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Microsoft Office and social media tools
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Key Skills:
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Strong written and verbal communication
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Active listening and interpretation
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Conflict resolution and emotional resilience
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Time management and multitasking
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Interpersonal skills
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Attention to detail
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Ability to work under pressure
Key Behaviours & Attributes:
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Customer orientation
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Problem-solving ability
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Planning and prioritisation
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Assertiveness
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Results-driven
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Team collaboration
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Ability to follow instructions and procedures
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