Customer Care Representative

Changing Lanes; Cape Town; On-site; ZAR 279,000 - 390,600; Full time

Job summary

Changing Lanes is seeking a passionate Customer Care Representative to join their Cape Town team. In this role, you'll deliver outstanding customer experiences through effective communication across phone, email, WhatsApp, and social media.

The ideal candidate will thrive in a dynamic environment, managing multiple queries while supporting customers with product information and order processing. Join us in enhancing customer satisfaction and contributing to our brand's success.

Qualifications

• Previous experience in a Customer Care / Customer Relations role.
• Confident handling high volumes of customer queries across phone, email, WhatsApp, and social media.
• Comfortable using email platforms and logistics systems.

Responsibilities

• Handling customer queries professionally and efficiently.
• Managing and processing customer orders accurately.
• Following up on outstanding orders and delivery delays.

Skills

Strong English communication skills

Multitasking under pressure

Handling customer queries via multiple channels

Tools

Shopify

Online order management systems

Job description

Are you a professional, energetic communicator who thrives on delivering exceptional customer experiences in a fast-paced eCommerce environment?

Do you have a knack for resolving customer queries efficiently across multiple channels (phone, email, WhatsApp, and social media) while keeping every interaction professional and solution-focused?

Are you highly organised, calm under pressure, and able to coordinate seamlessly between customers, warehouse, and logistics teams to ensure every order lands perfectly?

Our client, a leading online retailer of premium imported food, beverages, and lifestyle products, is looking for a dedicated Customer Care Representative to join their growing Cape Town team.

This role is central to delivering exceptional end-to-end customer experiences – from first enquiry through to delivery – while working closely with warehouse, logistics, and internal teams in a dynamic, fast-moving eCommerce environment.

Location

Cape Town, South Africa

Essential Qualifications

• Previous experience in a Customer Care / Customer Relations role
• Strong written and spoken English communication skills
• Confident handling high volumes of customer queries across phone, email, WhatsApp, and social media
• Ability to work under pressure, multitask and meet fast turnaround expectations
• Comfortable using email platforms, WhatsApp and online order management systems

Advantageous Qualifications

• Experience in eCommerce, retail, logistics or online order environments
• Shopify or courier/logistics system experience

Key Duties & Responsibilities

• Handling customer queries professionally and efficiently across phone, email, WhatsApp, and social media platforms
• Assisting customers with product information, order assistance, delivery updates, and returns or issue resolution
• Managing and processing customer orders accurately and coordinating with warehouse and operations teams
• Following up on outstanding orders, delivery delays, and customer concerns to ensure prompt resolution
• Maintaining accurate customer records, order notes, and communication logs
• Resolving order discrepancies and operational issues in collaboration with internal departments
• Managing multiple customer queries simultaneously while maintaining high attention to detail
• Ensuring fast response and turnaround times across all customer communications
• Supporting the customer care and operations team during busy trading periods
• Contributing positively to customer satisfaction and overall brand reputation