Website The Shoprite Group of Companies
The Shoprite Group is the largest retailer in Africa, known for its iconic supermarket brands Shoprite, Checkers and Usave. Starting with just eight stores and 400 employees in 1979, our business is now the continent’s industry leader by market capitalisation, sales, profit, and number of employees and customers. The Group’s core business is food retailing, complemented by value-added retail services and offering across a range of industries including technology, financial, pharmaceutical, furniture, telecommunication as well as ticketing businesses.
The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company’s frontline company support, ensuring customers’ requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 45-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.
| Reference Number | SHO241119-1 |
| Job Title | Customer Service Agent |
| Job Type | Permanent |
| Location – Country | South Africa |
| Location – Province | Western Cape |
| Location – Town or City | Brackenfell , Cape Town |
| Purpose of the Job | The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company’s frontline company support, ensuring customers’ requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 45-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements. |
| Job Advert Details | |
| Job Category | Customer Service |
| Job Objectives | Delivering high quality customer service and continually contributing towards a culture of customer service excellence – being passionate about the customer experience! Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy. Being proactive to urgent/emergency situations in accordance with product/service guidelines. Providing timely escalation of requests and updating our customers on the progress of resolution. Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development! Ensuring all service level goals are understood and achieved. Taking the necessary steps to drive up customer retention. Following all set Shoprite standards, policies and procedures and providing input when something is not working as well as it should. Proactively seeking ways to continuously improve the customer experience. Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer). Supporting other responsibilities that may be assigned from time to time. |
| Qualifications | Grade 12 / Matric – (essential) Degree/Diploma or Courses in Communications or a related field – (beneficial) |
| Experience | +2 years’ experience in a Customer Services environment or similar role – (essential). |
| Knowledge and Skills | Strong proficiency in Microsoft Office 365, including SharePoint Online – (essential). Experience in a retail / contact centre environment – (desired). |
To apply for this job please visit shoprite.erecruit.co.
