Customer Service Agent

Woolworths Financial Services; Cape Town; On-site; ZAR 133,920 - 212,040; Full time

Job summary

Woolworths Financial Services in Cape Town is seeking a Customer Service Agent to deliver an end-to-end customer experience. You will handle calls and emails, capture information, and work to resolve issues while maintaining service quality.

Responsibilities include assisting customers with product information, addressing and resolving queries, and contributing to a positive customer journey. Shifts include weekends and public holidays as required to support service levels.

Qualifications

• Proficient in customer service with the ability to handle calls and emails.
• Ability to adhere to standards and guidelines.
• Experience in resolving customer complaints end to end.

Responsibilities

• Answer calls and emails courteously and capture information.
• Maintain and improve quality results by following standards.
• Manage and resolve customer complaints end to end.
• Identify and escalate issues beyond your span of control.
• Generate customer interest in products and services.

Skills

Typing

Interpersonal skills

Problem solving

Multi-tasking

Stress tolerance

Query resolution

Call centre knowledge

Customer service knowledge

Shift work capability

Education

Matric / Grade 12

Diploma or qualification an advantage

Tools

MS Excel

MS Word

Outlook

Job description

Woolworths Financial Services | Full time

Customer Service Agent

Cape Town, South Africa | Posted on 07/07/2026

WoolworthsFinancial Services, or WFS as it is better known, is a JointVenture with Absa Bank, that supports the Woolworths retailbusiness by providing in-storecredit inthe formof the Woolworths StoreCard andoffering value-addedservices including credit cards, personal loans and short-terminsurance as well as life insurance linked to otherproducts.

Job Description

MAIN PURPOSE

To maximize the delivery ofservice to customers by providing an end-to-end customer service experience.

KEY RESPONSIBILITIES

• Answer calls and/ or emails courteously and take appropriate action for each call. Obtaining customer information; verifying information; capturing information.
• Maintains and improves quality results by adhering to standards and guidelines.
• Manage and resolve customer complaints end to end.
• Identify and elevate issues beyond your span of control.
• Generate customer interest in products or services offered and retain as appropriate.

Requirements

SKILLS & COMPETENCIES

• Proficient in relevantcomputer applications (MS Excel, MS Word and Outlook)
• Strong typing skills
• Inter personal & Relationship building skills
• Problem- solving ability and complaint handling skills
• Ability to multi-task
• Change resilient/ stress tolerance
• Query resolution/problem solving.
• Call Centre Task & Processing adherence
• Contact Centre /Customer Services knowledge and principles
• Ability to meet customer expectation and deliver to work standards
• Ability to work shifts from Monday – Sunday (Incl. Public Holidays).

MINIMUM QUALIFICATION

• Matric / Grade 12 or equivalent
• Tertiary diploma or qualification an advantage

Knowledge

• WW financial services productsand business process knowledge and experience will be advantageous.
• Financial Services and retailindustry experience will be advantageous.

MINIMUM REQUIREMENTS

• Ability to handle stressfulsituations appropriately.
• Social media and Chat queryresolution experience an advantage.

As a proud South African brand,Woolworths is committed to transformation. Meeting our employment equity goalswill be taken into account in our recruitment decisions