Customer Service Brand Ambassador Expert (BAE)

Boomerang BPO; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Boomerang BPO in Cape Town seeks energetic Customer Service Brand Ambassador Experts to deliver exceptional support across telephone, email and live chat. You will resolve queries, build relationships and reflect a high standard of service.

The ideal candidate has at least 2 years in customer service and 2 years in contact centre or BPO, with fluent English, strong communication, and the ability to work in a fast-paced, target-driven environment, including rotational shifts.

Qualifications

• Matric / Grade 12 or equivalent qualification.
• Minimum 2 years' previous customer service
• Minimum 2 years' previous contact centre or BPO experience.
• Fluent in English, with strong written and verbal communication skills.
• Excellent telephone etiquette and interpersonal skills.
• Strong attention to detail and accuracy.
• Good organisational and time-management skills.
• Computer literacy and the ability to navigate multiple systems.
• Ability to multitask and manage customer interactions effectively.
• Strong problem-solving and conflict-resolution skills.
• Ability to work independently and as part of a team.
• Willingness and ability to work rotational shifts, including weekends and public holidays where required.
• Comfortable working in a fast-paced, target-driven environment.

Responsibilities

• Deliver excellent customer support across telephone, email and live chat.
• Respond to customer queries, complaints, requests and feedback in a professional and helpful manner.
• Resolve customer issues efficiently while maintaining high service standards.
• Build and maintain positive customer relationships through clear, friendly and professional communication.
• Develop a good understanding of the products and services being supported.
• Identify customer needs and provide appropriate solutions.
• Accurately capture customer interactions, feedback and outcomes on internal systems.
• Escalate complex or sensitive customer queries when necessary.
• Meet required customer service, quality, productivity and performance targets.
• Work collaboratively with team members and management to achieve business objectives.
• Adapt to changing customer needs, processes and operational requirements.
• Represent the organisation and its brand professionally during every customer interaction.

Job description

We are looking for energetic, customer-focused individuals who are passionate about delivering exceptional customer experiences.

As a Customer Service Brand Ambassador Expert (BAE), you will be responsible for assisting customers across various communication channels, including telephone, email and live chat. You will play an important role in building positive customer relationships, resolving queries and ensuring that every interaction reflects professionalism and a high standard of service.

The ideal candidate is approachable, empathetic, adaptable and confident in communicating with customers. You should enjoy working in a fast-paced environment, be solution-driven and take pride in providing excellent customer service.

Key Responsibilities

• Deliver excellent customer support across telephone, email and live chat.
• Respond to customer queries, complaints, requests and feedback in a professional and helpful manner.
• Resolve customer issues efficiently while maintaining high service standards.
• Build and maintain positive customer relationships through clear, friendly and professional communication.
• Develop a good understanding of the products and services being supported.
• Identify customer needs and provide appropriate solutions.
• Accurately capture customer interactions, feedback and outcomes on internal systems.
• Escalate complex or sensitive customer queries when necessary.
• Meet required customer service, quality, productivity and performance targets.
• Work collaboratively with team members and management to achieve business objectives.
• Adapt to changing customer needs, processes and operational requirements.
• Represent the organisation and its brand professionally during every customer interaction.

Requirements

• Matric / Grade 12 or equivalent qualification.
• Minimum 2 years' previous customer service
• Minimum 2 years' previous contact centre or BPO experience.
• Fluent in English, with strong written and verbal communication skills.
• Excellent telephone etiquette and interpersonal skills.
• Strong attention to detail and accuracy.
• Good organisational and time-management skills.
• Computer literacy and the ability to navigate multiple systems.
• Ability to multitask and manage customer interactions effectively.
• Strong problem-solving and conflict-resolution skills.
• Ability to work independently and as part of a team.
• Willingness and ability to work rotational shifts, including weekends and public holidays where required.
• Comfortable working in a fast-paced, target-driven environment.

Advantageous Experience

The following would be beneficial:

• Experience supporting customers through telephone, email and live chat.
• Experience working with international customers.
• Hospitality, retail or customer-facing industry experience.
• Experience using CRM systems or customer service platforms.
• Experience handling customer complaints and escalations.
• Previous experience in a quality-driven or performance-based environment.

Benefits

• A dynamic and professional working environment.
• Comprehensive training and ongoing development.
• Career growth and internal promotion opportunities.