Customer Service Consultant Intern

Galxboy; Johannesburg; On-site; ZAR 73,000 - 89,000; Full time

Job summary

Galxboy is seeking a Customer Service Intern to support the Retail and E-commerce CX functions. You will help deliver a consistent customer experience across touchpoints and assist in resolving queries in line with CX KPIs.

No prior work experience required; matric/Grade 12 is required and a related qualification is advantageous. You will build product knowledge, communicate across channels, and learn CX and help-desk systems while collaborating with teams.

Qualifications

• Matric/Grade 12 is required.
• No previous work experience required; exposure to customer service or retail is advantageous.
• Good verbal and written communication skills, with a customer-focused attitude.

Responsibilities

• Maintain a positive, empathetic and professional approach when assisting customers across all touchpoints.
• Respond promptly to customer enquiries across retail and e-commerce channels.
• Support the team in meeting agreed CX KPIs, response times and service levels.
• Assist with customer communication via email, telephone and other approved channels.
• Log, follow up and assist in resolving customer queries and complaints, escalating complex cases when required.
• Develop product, service and process knowledge to provide accurate customer information.
• Assist with order-related enquiries, requests, returns and other customer service processes.
• Maintain accurate records of customer interactions, complaints, actions and outcomes.
• Coordinate with Retail, E-commerce and relevant internal teams to support seamless customer experiences.
• Share customer feedback and recurring issues with the team to support service improvements.
• Support consistent customer service standards across in-store and online customer touchpoints.
• Provide regular updates on outstanding queries and escalated unresolved issues to the line manager.

Skills

Customer-focused

Verbal communication

Written communication

Microsoft Office

Education

Matric / Grade 12

Qualification in CX/Marketing/Business Admin (advantageous)

Tools

Help-desk systems

Microsoft Office

Job description

MAIN PURPOSE OF THE JOB

To support the department’s restructure and growing omnichannel strategy, the Customer Service Consultant Intern will provide support across the Retail and E-commerce Customer Experience (CX) functions. The intern will assist in delivering a consistent customer experience across retail, e-commerce and all customer touchpoints, and support the resolution of customer queries and complaints in line with agreed CX KPIs and service levels.

JOB DESCRIPTION & RESPONSIBILITIES

• Maintain a positive, empathetic and professional approach when assisting customers across all touchpoints.
• Respond promptly to customer enquiries across retail and e-commerce channels.
• Support the team in meeting agreed CX KPIs, response times and service levels.
• Assist with customer communication via email, telephone and other approved channels.
• Log, follow up and assist in resolving customer queries and complaints, escalating complex cases when required.
• Develop product, service and process knowledge to provide accurate customer information.
• Assist with order-related enquiries, requests, returns and other customer service processes.
• Maintain accurate records of customer interactions, complaints, actions and outcomes.
• Coordinate with Retail, E-commerce and relevant internal teams to support seamless customer experiences.
• Share customer feedback and recurring issues with the team to support service improvements.
• Support consistent customer service standards across in-store and online customer touchpoints.
• Provide regular updates on outstanding queries and escalated unresolved issues to the line manager.

SKILLS AND PERSONAL ATTRIBUTES

• Matric / Grade 12 is required.
• A relevant qualification in Customer Experience, Customer Service, Marketing, Business Administration or a related field is advantageous.
• No previous work experience required; exposure to customer service or retail is advantageous.
• Good verbal and written communication skills, with a customer-focused attitude.
• Basic computer literacy and familiarity with Microsoft Office; willingness to learn CX and help-desk systems.
• Strong interpersonal skills, attention to detail and willingness to learn.
• Ability to work collaboratively, manage tasks and follow established escalation procedures.