Customer Service Agent

Pepkor Lifestyle; Gauteng; On-site; ZAR 140,000 - 190,000; Full time

Job summary

Pepkor Lifestyle invites a dynamic professional to join the Customer Resolution Centre in Gauteng. You will manage, resolve and elevate customer queries across all channels to deliver a differentiated customer experience.

The role demands strong communication and a customer-first mindset within a busy retail setting. Applicants should have at least 1 year in customer service, familiarity with CRM and MS Office, and a solid understanding of Customer Protection Act requirements.

Qualifications

• Grade 12 minimum; one year in Customer Resolution Centre/Service.
• Understanding of CPA and Pepkor Lifestyle policies.
• Knowledge of CRM systems and MS Office.
• Social media proficiency is advantageous.

Responsibilities

• Manage, resolve and elevate customer queries across all channels.
• Deliver a differentiated customer experience in a retail environment.
• Apply knowledge of Pepkor Lifestyle policies and CPA requirements.
• Collaborate with teams to resolve issues and follow up as needed.

Skills

Communication

Resilience

Multitasking

Time management

Interpersonal skills

Active listening

Conflict management

Under pressure

Education

Grade 12

Tertiary qualification advantageous

Tools

CRM systems

Social Media

MS Office

Job description

Introduction

Pepkor Lifestyle is looking for a dynamic individual to join the Customer Resolution Centre team. The individual will be required to effectively manage, resolve and elevate customer queries in all communication channels to ensure delivery of a differentiated customer experience.

Description

• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• Understanding of the Pepkor Lifestyle operating model and value chain
• Express and implied ethical responsibilities

Minimum requirements

• Grade 12
• One-year experience in Customer Resolution Centre/Customer Service
• Tertiary qualification advantageous

SKILLS

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal Skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure

BEHAVIOURS

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People
• Delivering Results and Meeting Customer Expectations