AI-Powered Pet Nutrition Customer Specialist

Black Pen Recruitment; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Black Pen Recruitment’s client seeks a Customer Service Agent in Cape Town to support pet-nutrition brands across email, chat, phone and social channels. You will handle B2B orders, manage subscriptions, and contact customers with abandoned carts to help close sales.

Responsibilities include resolving order queries, advising on products, and maintaining accurate records. AI tools are a daily part of the workflow to boost speed and accuracy.

Qualifications

• 1+ years in customer service, ideally in e-commerce or retail.
• Experience with helpdesk tooling is a plus (Gorgias advantageous).
• Comfortable using AI tools in day-to-day work.

Responsibilities

• Respond to customer contacts across email, chat, social and phone within SLAs.
• Resolve order queries, returns and refunds within authority.
• Process B2B trade and stockist orders via Shopify draft orders.
• Handle subscriptions changes and cancellations.
• Outbound calls to recover abandoned carts and upsell.
• Manage marketplace messages within response-time targets.

Skills

Customer service

E-commerce

Outbound calls

AI tools

English proficiency

Tools

Gorgias

Shopify

Klaviyo

Amazon Seller Central

Job description

Black Pen Recruitment’s client seeks a Customer Service Agent in Cape Town to support pet-nutrition brands across email, chat, phone and social channels. You will handle B2B orders, manage subscriptions, and contact customers with abandoned carts to help close sales.

Responsibilities include resolving order queries, advising on products, and maintaining accurate records. AI tools are a daily part of the workflow to boost speed and accuracy.