Customer Service Centre Agent (SHO211224-5) – Shoprite Group of Companies

Job Details
Closing Date

Reference Number

Job Title
Customer Service Centre Agent

Job Type

Location – Country
South Africa

Location – Province
Western Cape

Location – Town or City
Brackenfell, Cape Town
Purpose of the Job

The Customer Service Centre Agent will provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services, in a professional manner. To promote a positive image of the company through telephonic and written interaction.

Job Advert Details
Job Category
Customer Service
Job Objectives

  1. Customer Support:
    Provide telephonic customer support and respond to emails
    Address telephonic complaints and general queries in a professional manner and in line with set standards
    Adhere to sound written communication principles
    Maintain customer service standards and promote a positive image of the Company
    Escalate complaints/enquiries/information to relevant operational level
    Ensure complaints/questions are answered/resolved in a reasonable time-frame
    Follow-up on customer enquiries and complaints, if applicable
    Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
  2. Mobile and web product user support:
    Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
    Follow-up on customer complaints.
  3. Administration:
    Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
    Ensure all captured information is accurate and complete
    Report incidents according to set guidelines
    Maintain quality control principles and recommend process improvements
  4. Customer Service:
    Meet client expectations and maintain quality customer service principles
    Address customer complaints and provide necessary feedback
    Adhere to professional telephone etiquette and principles
    Maintain confidentiality

Working hours:

40 hours work Sunday, scheduled any five days from Monday to Sunday, including public holidays:
Mon – Sat: 08h00 – 17h00
Sun/PH: 09h00 – 17h00


Matric (Grade 12)

5 years + Consumer complaint resolution environment

5 years + Inbound and outbound call centre

Retail complaints experience would be very advantageous

Knowledge and Skills
3 years world-class customer service principles

How to apply :

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