Customer Service Agent (Contract)

Job Overview

This position will 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 with customers.

Key Responsibilities

• Online Order Process: Manage online, telephonic and email queries; assist with product orders; follow up on parcels; ensure all open orders are closed.
• Exchanges and Returns: Assist with return requests, exchanges, and refunds; coordinate with warehouse and couriers.
• Customer Service: Manage inquiries via Facebook, Twitter, live chat, ticketing systems, and email; investigate complaints; generate repeat business.
• General Duties: Support the team in achieving sales and service objectives.

Requirements

• Grade 12 qualification.
• Minimum 2 years’ working experience in a South African retail, e-commerce, or customer service environment.
• Experience engaging with customers via email, telephone, and digital platforms.
• Experience with ticketing systems (e.g., Zendesk) and courier portals is advantageous.
• Basic understanding of e-commerce, online payments, and website back-end portals.