Customer Service Agent X 3

Closing Date: 31 May 2024
Location: Cape Town, Western Cape

Job Description
This position will need to provide excellent customer service, capturing orders, resolving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships customers.

Online Order Process:

Manage online, telephonic and email queries regarding customer orders
Assist customers on processing product orders
Banking details
Follow up on parcels with warehouse and couriers
Ensure all open orders are closed
Meet deadlines and targets

Exchanges and returns:

Assist customers with return requests and exchanges on all customer platforms with sound advise on alternative options
Processing returns for exchanges, replacements and refunds on product bought by customers
Follow up on replacement dispatchments with warehouse and couriers
Arrange for collections on return requests and ensure that the process is completed within relevant timeframes

Customer Service:

Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
Keep up to date with product information to resolve customer queries with detailed product information
Investigate all customer complaints, action resolutions or feedback to relevant departments
Generate repeat business through successful client follow-up and great customer service
Discuss, analyse and resolve usability issues
Respond to customer emails and office correspondence

Company Values:

Delightfully Democratic
People-Purposed Design
Inherent Simplicity
Imaginative Innovation
Unapologetic Optimism
Confidently Comfortable


Provide support to the team by ensuring all sales and service objectives
Keep area clean and tidy
Any other reasonable ad hoc duties that may be required

Education and experience:

Grade 12
At least 2 years’ working experience within a South African retail or similar Customer Service environment.
Experience with Zendesk ticketing advantageous.
Experience working with 3rd party tools such as payment gateways and courier portals.
Experience in using social media platforms, online platforms and live chat platforms.
Understanding of Ecommerce environment
Understanding of Website back-end portal

Perks & Benefits

You get to work for a rapidly expanding distributor with aspirational brands
Gym & Showers
Personal Trainer
Pension Fund
Medical aid with Gap cover
Staff Allocation (R10 000 Retail Value per annum).
Staff discount (50% off for you and your family across all the brands within the group)
Healthy Lunch subsidy
Company performance incentive scheme
Long-service incentives
Holistic Employee Wellness programme
The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.


Should you not be contacted regarding this position within 2 weeks from the closing date, please regard your application as unsuccessful.