Customer Service Agent

Energia Consulting; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A high-end lifestyle brand in Cape Town is seeking a Customer Service Agent to provide warm and efficient assistance to customers. You will handle inquiries across email, live chat, and phone while maintaining the brand's professional tone. The ideal candidate has over two years of customer service experience, excellent communication skills, and familiarity with CRM software. This role offers an opportunity to connect with customers and resolve service challenges effectively.

Qualifications

• 2+ years of experience in a customer service environment, preferably in retail or e-commerce.
• Experience with CRM or ticketing systems is advantageous.

Responsibilities

• Handle customer inquiries regarding orders, deliveries, returns, and product details.
• Log customer interactions in CRM software and follow up on unresolved issues.
• Coordinate with logistics, warehouse, and eCommerce teams to resolve service challenges.

Skills

Excellent written and verbal communication skills

Calm, empathetic, and solution-focused personality

Education

Grade 12; diploma in customer service or business admin

Tools

CRM software (Zendesk, Freshdesk)

Job description

About the Company

Carrol Boyes is an iconic South African brand, merging art and homeware to create functional art. As a leading homeware brand, we bring luxury into every room of the home, creating memorable moments in the everyday lives of people both nationally and internationally.

About the Role

Be the human connection behind every beautiful purchase. As a Customer Service Agent, you’ll be the first point of contact for customers—offering warm, efficient, and solution-oriented assistance across platforms like email, live chat, and phone. This role is ideal for someone who is passionate about people, detail-oriented, and able to remain calm under pressure while representing a high-end lifestyle brand.

Responsibilities

• Handle customer inquiries regarding orders, deliveries, returns, and product details.
• Ensure that all customer interactions are professional, courteous, and aligned with the brand’s tone.
• Log customer interactions in CRM software and follow up on unresolved issues.
• Coordinate with logistics, warehouse, and eCommerce teams to resolve service challenges.
• Escalate complex issues appropriately and provide proactive updates to customers.

Minimum Requirements

• Grade 12; diploma in customer service or business admin is a plus.
• 2+ years of experience in a customer service environment, preferably in retail or e-commerce.
• Excellent written and verbal communication skills.
• Experience with CRM or ticketing systems like Zendesk or Freshdesk is advantageous.
• A calm, empathetic, and solution-focused personality.