AI-Driven Pet Nutrition Support Agent

Black Pen Recruitment; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Black Pen Recruitment's client is a leading European provider of premium natural pet nutrition, seeking a Customer Service Agent in Cape Town to be the voice of the brands for pet owners, trade customers and marketplace buyers.

You will resolve queries across email, chat, social and phone, process B2B orders for the client shop, manage subscriptions and reach customers who abandoned their basket to help complete orders.

Qualifications

• 1+ years in customer service, ideally in e-commerce or retail
• Experience with a helpdesk tool; Gorgias advantageous
• Familiarity with Shopify orders and draft orders is advantageous
• Experience with Klaviyo or Amazon Seller Central is a plus
• Excellent written and spoken English
• Able to work across multiple brands and channels with care and accuracy

Responsibilities

• Respond to customer contacts in Gorgias across email, chat, social and phone within SLAs
• Resolve order queries and refunds within authority limits
• Advise on products and transitions using the knowledge base
• Tag, categorize and document every contact for reliable reporting
• Escalate complex complaints to Team Lead with a clear summary
• Process trade and stockist orders as Shopify draft orders
• Contact customers to recover abandoned carts and upsell/cross-sell
• Manage subscriptions and respond to cancellation requests
• Answer Amazon Buyer messages within marketplace requirements
• Spot recurring issues and suggest macro and process improvements

Skills

Customer obsession

Excellent English

Outgoing communication

Attention to detail

Organised

Sales mindset

Tools

Gorgias

Shopify (draft orders)

Klaviyo

Amazon Seller Central

Job description

Black Pen Recruitment's client is a leading European provider of premium natural pet nutrition, seeking a Customer Service Agent in Cape Town to be the voice of the brands for pet owners, trade customers and marketplace buyers.

You will resolve queries across email, chat, social and phone, process B2B orders for the client shop, manage subscriptions and reach customers who abandoned their basket to help complete orders.