Customer Experience Agent (Contract)

Pargo; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Pargo is hiring a Customer Experience Agent in Cape Town to be at the frontline of customer interactions. You’ll respond across channels, resolve issues, and maintain detailed records while collaborating with other teams to improve service.

The ideal candidate has Matric, 1–2 years in customer service, and strong communication skills in English and another local language. This role requires you to work from our Gardens office, five days a week.

Qualifications

• Matric or equivalent.
• 1–2 years in customer service, sales support, or field operations.
• Proficient with Google Workspace.
• Comfort using data dashboards to monitor service trends.
• Excellent verbal and written communication.
• Bilingual English and at least one local language.
• Cape Town-based, 5 days a week in Gardens office.
• Analytical mindset with problem-solving approach.

Responsibilities

• Deliver outstanding service with a positive, empathetic attitude.
• Respond to customer queries via phone, email, and chat.
• Investigate and resolve customer complaints promptly.
• Maintain punctuality and reliability in attendance and daily work.
• Develop understanding of Pargo’s products, systems, and processes.
• Keep accurate records of customer interactions and feedback.
• Collaborate with other teams to follow up on queries.
• Identify recurring issues and provide process feedback.
• Uphold service excellence KPIs and contribute to dashboards.

Skills

Computer literacy

Verbal communication

Written communication

Bilingual (English + local language)

Data dashboards

Customer service

Education

Matric / National Senior Certificate

Tools

Google Workspace

Job description

Cape Town, South Africa | Posted on 28/10/2026

About the Role

We’re looking for a Customer Experience Agent to join our fast-growing team at Pargo, where we’re redefining e-commerce delivery across Southern Africa. As part of the Customer Experience team, you’ll be on the frontline of customer interactions, ensuring that every touchpoint leaves our customers feeling supported, valued, and delighted. This role is ideal for someone who thrives in a dynamic, high-growth environment and is passionate about solving problems, communicating with empathy, and making a difference in people’s day-to-day experiences.

Your Key Responsibilities

Deliver outstanding service by maintaining a positive, empathetic, and professional attitude toward customers at all times.

Respond promptly to customer queries across multiple communication channels (phone, email, and chat).

Acknowledge, investigate, and resolve customer complaints effectively and efficiently.

Maintain punctuality and reliability in attendance and daily work habits.

Develop a deep understanding of Pargo’s products, systems, and processes to confidently address queries and provide accurate information.

Maintain accurate and detailed records of customer interactions, transactions, comments, and feedback.

Collaborate closely with other teams to follow up on customer queries.

Identify recurring issues, trends, or service gaps and provide feedback to improve internal processes.

Uphold service excellence KPIs, including response time, resolution rate, and customer satisfaction/happiness.

Contribute to CX dashboards and reporting, highlighting service trends and improvement opportunities.

Requirements

What You’ll Bring

National Senior Certificate (Matric) or equivalent.

1–2 years of experience in customer service, sales support, or field operations.

Strong computer literacy and proficiency in office tools (Google Workspace experience advantageous).

Confidence working with data dashboards to interpret and act on service trends.

Excellent verbal and written communication skills.

Ability to stay calm under pressure, multitask, and meet performance targets.

Bilingual proficiency (English and at least one local language).

A systematic and analytical mindset with the ability to troubleshoot effectively.

Cape Town-based and able to work from our Gardens office, 5 days a week.

A self-motivated attitude and excitement for technology-driven problem solving.

What We Value at Pargo

At Pargo, our vision is to create access for anybody in Africa.

To achieve this, we:

Take action

Execute exceptionally

Value transparency

Dream big

If you believe in delivering world-class customer experiences and want to be part of a team that connects people and communities through technology, we’d love to meet you.

About Pargo

Pargo is a leading South African logistics and technology company, revolutionising the last-mile delivery landscape through our innovative network of pick-up points and smart return solutions. We empower businesses of all sizes to offer convenient and reliable delivery and return options to their customers, leveraging our proprietary software and extensive network of retail partners. We are passionate about customer satisfaction, efficiency, and making e-commerce accessible to everyone.