Customer Experience Agent — Retail & E-commerce Support

TP; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical Insurance & Provident Fund

Paid Study Leave & Bursary Programme

Employee Assistance Programme

Instant Rewards & Recognition Platform

Onsite Clinic Facilities

Free transport provided from 7pm

Job summary

TP South Africa is looking for a Customer Service Representative in Cape Town. You will handle high volumes of customer interactions, resolve order and account questions, and strive for first-contact resolution.

The role emphasizes accuracy, empathy, and collaboration in a fast-paced environment. Requirements include 12 months in customer service, strong English communication, and ability to navigate multiple systems.

Qualifications

• Minimum 12 months experience in customer service, retail, or sales in a contact centre environment.
• Excellent verbal and written English communication.
• Good computer literacy and ability to navigate multiple systems.

Responsibilities

• Handle high volumes of inbound customer interactions with excellent service standards.
• Resolve enquiries relating to orders, deliveries, returns, payments, and account management.
• Deliver first-contact resolution to enhance satisfaction and loyalty.
• Build strong customer relationships through communication and empathy.
• Identify needs and provide solutions based on requirements.
• Maintain accurate records and document interactions correctly.
• Meet and exceed targets and KPI with quality and productivity focus.
• Escalate complex issues while owning customer concerns until resolved.
• Adhere to procedures, compliance, and data protection standards.
• Collaborate with colleagues to support continuous improvement.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Time management

CRM systems

Relationship building

Attention to detail

Adaptability

Target achievement

Tools

CRM software

Job description

TP South Africa is looking for a Customer Service Representative in Cape Town. You will handle high volumes of customer interactions, resolve order and account questions, and strive for first-contact resolution.

The role emphasizes accuracy, empathy, and collaboration in a fast-paced environment. Requirements include 12 months in customer service, strong English communication, and ability to navigate multiple systems.