Customer Service Agent (Contract)

Ares Holdings; Wes-Kaap; On-site; ZAR 150,000 - 190,000; Full time

Job summary

Ares Holdings, E-Commerce division, is seeking a CS Agent to deliver excellent customer service, capture orders, and resolve telephonic and email queries while exploring opportunities to increase sales.

You will track orders, liaise with warehouse and couriers, manage online and social media inquiries (Facebook, Twitter, live chat, HelloPeter), and help ensure timely processing of orders, exchanges, and returns.

Qualifications

• Grade 12 completion is required.
• Minimum 2 years’ SA retail/e‑commerce/customer service experience.
• Experience with email, telephone and digital platforms.
• Zendesk or similar ticketing systems experience is advantageous.

Responsibilities

• Manage online, telephonic and email queries regarding customer orders.
• Assist customers with processing product orders and follow up on parcels.
• Handle exchanges, returns and refunds for products.
• Provide multi-channel customer service and resolve issues.
• Support team to meet sales and service objectives and maintain order accuracy.

Skills

Customer service

Multichannel support

Communication

Time management

Problem solving

Emotional intelligence

Teamwork

Patience

Adaptability

Accountability

Education

Grade 12

Tools

CRM

Zendesk

Ticketing systems

Social media tools

Job description

JOB TITLE : CS Agent

Department : Ares Holdings, E-Commerce

Reporting to : Customer Service Manager

Direct reports : N/A

Key customers : External Customers

Main purpose : This position will need to provide excellent customer service, capturing orders, resolving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships customers.

KEY ACCOUNTABILITY 1: ONLINE ORDER PROCESS

• Manage online, telephonic and email queries regarding customer orders
• Assist customers on processing product orders
• Banking details
• Follow up on parcels with warehouse and couriers
• Ensure all open orders are closedMeet deadlines and targets

KEY ACCOUNTABILITY 2: EXCHANGES AND RETURNS

• Assist customers with return requests and exchanges on all customer platforms with sound advice on alternative options
• Processing returns for exchanges, replacements and refunds on product bought by customers
• Follow up on replacement dispatchments with warehouse and couriers
• Arrange for collections on return requests and ensure that the process is completed within relevant timeframes

KEY ACCOUNTABILITY 3: CUSTOMER SERVICE

• Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
• Keep up to date with product information to resolve customer queries with detailed product information
• Investigate all customer complaints, action resolutions or feedback to relevant departments
• Generate repeat business through successful client follow-up and great customer service
• Discuss, analyse and resolve usability issues
• Respond to customer emails and office correspondence

KEY ACCOUNTABILITY 4: COMPANY VALUES

• Delightfully Democratic
• People-Purposed Design
• Inherent Simplicity
• Imaginative Innovation
• Unapologetic Optimism
• Confidently Comfortable

KEY ACCOUNTABILITY 5: GENERAL DUTIES

• Provide support to the team by ensuring all sales and service objectives
• Keep area clean and tidy
• Any other reasonable ad hoc duties that may be required

KEY LEADERSHIP & INTERPERSONAL COMPETENCIES

(Behaviours that enhance the desired culture, values and the pursuit of the core purpose of the business)

• VALUES:
• We believe in the power of brands and growing brands responsibly
• We believe in developing and building our teams for the benefit of all stakeholders
• We believe in continuous investment into our people and our business platforms
• We care deeply about our environment and our people
• LEADERSHIP & RELATIONSHIP BEHAVIOURS
• Empathy & Active Listening: Understands and responds to customer needs with care.
• Positive Attitude: Keeps a friendly, professional demeanour, even in tough situations.
• Clear Communication: Conveys information effectively and professionally.
• Collaboration: Works well with others to resolve issues and improve service.
• Conflict Resolution: Handles complaints calmly and seeks fair solutions.
• Customer Focus: Prioritizes customer satisfaction in all interactions.
• Adaptability: Adjusts approach based on customer needs and feedback.
• Accountability: Takes responsibility for actions and seeks improvement.
• Team Support: Shares knowledge and supports colleagues to achieve team goals.
• Patience & Professionalism: Remains calm, patient, and professional, building trust with customers.

TECHNICAL AND FUNCTIONAL COMPETENCIES

(Specific technical, functional and professional skills, knowledge, abilities, attributes and aptitudes that are required to be able to do this particular job well relative to the delivery of the Main Purpose and Key Accountabilities)

• Customer-Centric Focus: Prioritizes customer satisfaction and delivers positive experiences.
• Problem-Solving & Conflict Resolution: Resolves customer issues effectively and handles complaints professionally.
• Time Management & Attention to Detail: Efficiently manages tasks with accuracy.
• Adaptability & Teamwork: Adjusts to changing needs and works well with colleagues.
• Emotional Intelligence: Manages personal emotions and understands customer emotions.
• Customer Service Software: Proficient with CRM, ticketing systems, and communication tools.
• Multichannel Communication: Skilled in managing inquiries via phone, email, chat, and social media.
• Product Knowledge & Database Management: Deep understanding of products and systems for accurate customer support.
• Data Entry & Knowledge Base Use: Efficiently enters data and uses internal resources to assist customers.

MINIMUM REQUIREMENTS

Education

• Grade 12

Experience

• Minimum 2 years’ working experience in a South African retail, e‑commerce or customer service environment.
• Experience engaging with customers via email, telephone and digital platforms.
• Exposure to ticketing systems such as Zendesk or similar (advantageous).
• Experience working with third‑party platforms, including payment gateways and courier portals (advantageous).
• Experience using social media platforms, online platforms and live chat tools for customer interaction

Industry Knowledge

• Basic understanding of the e‑commerce environment, including online orders, payments, deliveries, returns and refunds.
• Working knowledge of website back‑end portals or administrative systems.
• Understanding of customer service best practices within a retail or digital commerce context.
• Awareness of customer journey touchpoints and service expectations across online channels.