Customer Experience Assistant

Surgo; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid after training

Pets allowed in office

Fitness classes

Job summary

Surgo is seeking a Customer Experience Assistant to join their team in Woodstock, Western Cape. You will engage with customers across email and phone, handle queries with care, and contribute to a high-quality customer journey.

This role is not just routine call handling; it requires problem solving, empathy, and clear communication to ensure positive outcomes. Working hours are Monday to Friday 07:30 - 16:30 with a hybrid setup after training (3 days in office, 2 days from home).

Qualifications

• 2+ years in customer service, retail, or hospitality.

Responsibilities

• Engage with customers across multiple channels, including email and phone
• Handle day-to-day customer queries with confidence and care
• Work closely with internal teams to resolve order issues and follow-ups
• Process refunds and returns accurately and efficiently
• Keep records up to date and tidy
• Support the wider Customer Service team with admin and ad hoc tasks that keep things running smoothly

Skills

Customer service experience

Education

Matric

Job description

Customer Experience Assistant

Surgo Woodstock, Western Cape, South Africa

About this position

Our client is looking for exceptional Customer Experience Assistants to join their team.

Your Mission

As a Customer Experience Assistant, you're not just answering calls and emails, you're the champion of customer experience. This isn't your typical call centre gig with scripts and monotone greetings. Here, you get to think on your feet, solve problems creatively, and leave every customer interaction better than you found it.

Responsibilities

• Engage with customers across multiple channels, including email and phone
• Handle day-to-day customer queries with confidence and care
• Work closely with internal teams to resolve order issues and follow-ups
• Process refunds and returns accurately and efficiently
• Keep records up to date and tidy
• Support the wider Customer Service team with admin and ad hoc tasks that keep things running smoothly

You'll Thrive If You

• Enjoy structured admin work and take pride in accuracy
• Can juggle multiple tasks without dropping the ball
• Stay calm, solutions-focused, and friendly under pressure
• Communicate clearly and professionally
• Are comfortable using spreadsheets and digital tools

You Bring

• 2+ years in customer service, retail, or hospitality
• Matric
• Don't mind sharing office space with the occasional four-legged colleague (pet friendly office)

The Hard Truth

• Emotional Discipline: Customers will be frustrated, and they won't always be polite. You have to remain professional and calm even when they are not. If you take difficult interactions personally, this will be a tough shift.
• Small Team, High Impact: We are not a massive call centre where you are just a number. We are a small, high-performance team where your individual work directly affects our commercial success. There is no script to hide behind and no one to pass the buck to.
• Constant Context-Switching: You will be managing emails, live chats, and phones simultaneously. If you find it difficult to stay organized while being interrupted, this role will feel overwhelming.
• The Admin Reality: A big chunk of this job is repetitive data entry and chasing details. It is not all high-level problem solving. If you find routine admin and "doing the basics" boring, you will struggle to keep up with our standards.

Working Hours

Monday to Friday 07:30 - 16:30

Benefits

• Pets allowed in office
• Hybrid after training (3 days in office and 2 days from home)
• Fitness classes

Equal Employment Opportunity

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: [e-mail]