Customer Service Agent – Shoprite Group (SHO241206-3)
Closing Date: 6 March 2025
Reference Number: SHO241206-3
Job Type: Permanent
Location: Brackenfell, Cape Town, Western Cape, South Africa
Purpose of the Job
The Customer Service Agent is responsible for delivering an exceptional customer service experience by addressing customer inquiries, resolving issues, and providing accurate product or service information. This role is a vital part of Shoprite’s frontline support, ensuring a positive experience for customers while maintaining high service standards and team collaboration.
Job Objectives
- Customer Service Excellence
- Provide outstanding service, contributing to a culture of customer service excellence.
- Proactively resolve customer inquiries and concerns.
- Communicate effectively to provide accurate product and service information.
- Problem Resolution and Communication
- Address urgent and emergency situations promptly, following service guidelines.
- Escalate requests as needed and keep customers updated on resolution progress.
- Knowledge and Compliance
- Stay informed about performance standards, product knowledge, and company processes.
- Ensure adherence to Shoprite standards, policies, and procedures.
- Team Collaboration and Initiative
- Assist teammates with challenges, such as knowledge transfer or language barriers.
- Take initiative in driving customer retention and continuous improvement of the customer experience.
- Supportive Responsibilities
- Perform additional responsibilities as assigned to enhance team performance.
Qualifications
Essential:
- Grade 12 / Matric
Beneficial:
- Degree/Diploma or relevant courses in Communications or related fields.
Experience
Essential:
- 5+ years of experience in a Customer Services environment or a similar role.
Desired:
- Experience in retail or a contact center environment.
Knowledge and Skills
Essential:
- Strong proficiency in Microsoft Office 365, including SharePoint Online.
Desired:
- Familiarity with retail operations or contact center processes.
Working Hours
- 45-hour work week scheduled across any five days (Monday to Sunday, including public holidays).
If you are passionate about delivering exceptional customer experiences and thrive in dynamic environments, this role is perfect for you!
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