Customer Service Executive

RareCruit; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A well-established ergonomic furniture company in Cape Town seeks a Customer Service Executive to handle client communications, process orders, and resolve issues efficiently. The ideal candidate will have strong communication skills and experience in customer service. This is a full-time position in a fast-paced environment where attention to detail is crucial.

Qualifications

• Prior experience in customer service, preferably in B2B or product-related industries.
• Experience with CRM systems and basic ERP software for order management.
• Background in a technical, furniture, or logistics-related field is a plus.

Responsibilities

• Handle incoming calls and emails from clients confidently and professionally.
• Process and confirm customer orders promptly and accurately.
• Take ownership of customer issues and resolve them efficiently.
• Develop a strong understanding of our product range.
• Ensure all customer interactions and transactions are accurately recorded.
• Work effectively within the team to maintain a positive work environment.

Skills

Excellent verbal communication skills

Outgoing and engaging personality

Problem-solving mindset

Technical aptitude

Attention to detail & accuracy

Ability to work at a fast pace

Tools

CRM systems

ERP software

Job description

SUMMARY :

A well-established company specialising in the high-quality ergonomic furniture space has an exciting opportunity for a Customer Service Executive to join their team.

Having a good aptitude and attitude is a must!

Permanent | Start ASAP |

Full time office based | Observatory

POSITION INFO : Summary

The Customer Service Representative (CSR) is the frontline contact for our clients, ensuring a seamless experience when engaging with our company.

This role involves processing orders, resolving customer inquiries, and handling quality issues efficiently.

The ideal candidate will have strong communication skills, a problem-solving mindset, and attention to detail to deliver outstanding service.

Why This Role Exists

• Purpose of this role : to minimise friction between clients and our production and sales teams; making interactions with our company effortless and professional.

Key Responsibilities

Client Communication & Order Processing :

Handle incoming calls and emails from clients confidently and professionally.

Process and confirm customer orders promptly and accurately.

Generate and send order acknowledgments.

Issue Resolution & Problem Solving :

Take ownership of customer issues and resolve them efficiently.

Work collaboratively with internal teams (Inside Sales and Logistics) to ensure smooth processing.

Escalate complex queries or product uncertainty to the appropriate sales team.

Technical & Product Knowledge :

Develop a strong understanding of our product range, including modular and component-based office furniture solutions.

Use a solution-oriented approach to help customers find the best fit for their needs.

Accuracy & Data Management :

Ensure all customer interactions and transactions are accurately recorded in the ERP system in real time.

Maintain case logs in ERP to track issues and resolutions.

Team Collaboration & Company Representation :

Work effectively within the team to maintain a positive and productive work environment.

Attend and participate in daily Work-in-Progress (WIP) meetings.

Uphold company policies and maintain a professional and customer-centric approach at all times.

Success Metrics & KPIs :

Case cycle time : The speed and efficiency of processing orders and resolving customer issues.

Accuracy rate : Minimising errors in order processing and data entry.

Customer satisfaction : Positive feedback and minimal escalations due to unresolved issues.

CRM & ERP compliance : Ensuring real-time and complete documentation of client interactions.

Required Skills & Competencies

Excellent verbal communication skills – must enjoy and excel at talking to clients over the phone.

An outgoing and engaging personality – confident in handling customer interactions and fostering relationships.

Problem-solving mindset – an analytical thinker who enjoys troubleshooting and providing solutions.

Technical aptitude – an ability to grasp modular product structures and assist customers with selecting the right components.

Attention to detail & accuracy – capable of handling high volumes of transactions while maintaining precision.

Ability to work at a fast pace – processing orders and resolving issues efficiently without compromising quality.

Ideal Candidate Profile

Prior experience in customer service (preferably in B2B or product-related industries).

Experience with CRM systems and basic ERP software for order management.

Background in a technical, furniture, or logistics-related field is a plus.

Thank you for applying with RAREcruit!

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