Customer Service Agent
Reference Number: SHO250911-1
Job Type: Permanent
Location: Brackenfell, Cape Town, Western Cape, South Africa
Closing Date: 12 October 2025
Purpose of the Role:
To deliver an outstanding customer service experience by answering inquiries, resolving issues, and providing accurate product or service information. The agent will play a key role in frontline support, ensuring customer interactions are handled with urgency, care, and efficiency.
Working Hours:
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45-hour work week
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Shift-based (any five days from Monday to Sunday, including public holidays)
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Scheduled in compliance with labour legislation
Key Responsibilities:
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Handle incoming calls and provide accurate product/service information
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Resolve customer queries and escalate issues when needed
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Ensure all concerns are captured and followed up in the system
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Maintain up-to-date knowledge of company policies, procedures, and products
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Proactively improve the customer experience and share feedback
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Collaborate with team members to support knowledge sharing and assistance
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Uphold service level agreements and internal standards
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Assist in other assigned duties when required
Minimum Qualifications:
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Essential: Matric / Grade 12
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Beneficial: Diploma, degree, or completed courses in Communications or a related field
Experience Requirements:
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Essential: Minimum of 5 years in a customer service environment or similar role
Skills and Knowledge:
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Essential:
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Proficiency in Microsoft Office 365 (especially SharePoint Online)
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Desired:
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Experience in a retail or contact centre environment
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