Customer Service Advisor

Digicall Group; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A customer service solutions company in Cape Town seeks a Customer Service Advisor responsible for resolving queries across channels. The ideal candidate will have a minimum of 1-2 years' experience in customer service, preferably in a contact center. Required skills include proficiency in Microsoft Office and exceptional communication abilities. The role includes managing customer interactions and ensuring high satisfaction levels. The position offers various benefits, including medical insurance and support programs.

Benefits

Medical insurance

TSA risk benefit

Long service awards

Qualifications

• Minimum 1 to 2 years’ experience in customer service, preferably within a contact centre.
• Preferred experience in Social Media or Digital Customer Service within a corporate.

Responsibilities

• Manage all customer queries appropriately.
• Capture, manage, and document all consumer interactions accurately.
• Provide an exceptional customer experience through professional and effective service.
• Respond to and manage complaints effectively.
• Collaborate with external courier services for logistical issues.

Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Exceptional written and verbal communication skills (English)

Knowledge of handling case management systems and CRM tools

Education

Grade 12 or equivalent NQF level 4

Diploma or Degree in Business Administration, Customer Service, or related field

Job description

Closing on: Jan 23, 2026

Role Summary

The Customer Service Advisor is responsible for resolving customer queries across multiple channels (phone, email, and digital) for FMCG brands. The role requires delivering accurate product and service information, providing exceptional customer experiences, and building strong customer relationships. The Advisor will ensure that each customer interaction supports business objectives while maintaining high levels of satisfaction and trust.

If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!

Qualifications

• Minimum: Grade 12 or equivalent NQF level 4
• Advantageous: Diploma or Degree in Business Administration, Customer Service, Communications, or a related field.

Experience

• Minimum: 1 to 2 years’ experience in customer service, preferably within a contact centre
• Preferred: Social Media or Digital Customer Service experience within a corporate

Skills & Knowledge

• Basic to intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Exceptional written and verbal communication skills (English).
• Knowledge of handling case management systems and CRM tools.

Responsibilities

Operational:

• Manage all customer queries appropriately.
• Capture, manage, and document all consumer interactions accurately, ensuring resolution within defined turnaround times.
• Provide and maintain an exceptional customer experience through professional, empathetic, and effective service, acting as an ambassador.
• Take responsibility for each call, ensuring advice is always given in the customer’s best interest and enhancing customer delight.
• Respond to and manage complaints, including serious or sensitive ones.
• Deal effectively with difficult queries and customers, avoiding formal complaints.
• Report issues and variances affecting customer queries to management and other departments, escalating unresolved queries appropriately.
• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks.
• Follow company processes accurately to ensure quality of service delivery.
• Validate claims and issue e-vouchers.
• Collaborate with external courier services to resolve logistics-related issues and support sample handling.
• Reach performance targets consistently relating to productivity, adherence, turnaround time, and quality.
• Comply with regulatory standards and internal policies at all times.

Benefits

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical insurance, TSA risk benefit, and long service awards.

Job Category: Customer Service Advisor

Job Type: Fixed Term

Job Location: Cape Town