Customer Service Representative

Affinity International; Johannesburg; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Affinity International is recruiting a Customer Service Representative based in Johannesburg for an in-person role supporting a South African client. You will be the first point of contact for customers across phone, email, and live chat, handling inquiries with clarity and ownership from start to resolution.

Ideal candidates communicate calmly under pressure, have a minimum matric, relevant business qualification, and 1–2 years in customer service or call center roles.

Qualifications

• Matric (Grade 12) is the minimum requirement.
• A National Diploma or NQF Level 5 certificate in Business is preferred.
• Experience with CRM or ticketing systems is advantageous.

Responsibilities

• Respond to customer inquiries via phone, email, chat and in-person interactions.
• Provide accurate information on products, services and company processes.
• Resolve customer complaints with patience and professionalism from start to finish.
• Escalate complex issues to the appropriate team or department.
• Log all customer interactions in the CRM or ticketing system accurately.
• Follow up on outstanding requests to ensure timely resolution and satisfaction.
• Maintain up-to-date knowledge of client products, policies and procedures.

Skills

Clear communication

English proficiency

CRM familiarity

Problem solving

Education

Matric (Grade 12)

National Diploma or NQF Level 5 in Business

Tools

Zendesk

Freshdesk

Salesforce

Job description

OVERVIEW

We are recruiting on behalf of our client for a Customer Service Representative based inJohannesburg. This is an in-person role supporting a South African client. The role involves serving as a first point of contact for customers across multiple channels, including phone, email, and live chat. The ideal candidate is someone who communicates clearly, handles pressure calmly, and takes ownership of customer issues from start to resolution.

KEY RESPONSIBILITIES

• Respond to customer inquiries via phone, email, chat, and in-person interactions in a timely andprofessional manner
• Provide accurate information regarding products, services, and company processes
• Resolve customer complaints with patience and professionalism, ensuring a satisfactory outcomewhere possible
• Escalate complex or unresolved issues to the appropriate team or department
• Log all customer interactions accurately in the relevant CRM or ticketing system
• Follow up on outstanding requests to ensure timely resolution and customer satisfaction
• Maintain up-to-date knowledge of client products, policies, and procedures

REQUIREMENTS

• Matric (Grade 12) as a minimum qualification
• Relevant tertiary qualification such as a National Diploma or NQF Level 5 certificate in Business
• Administration, Communication, or a related field is advantageous
• Minimum of 1–2 years of experience in a customer service, call center, or client-facing role
• Strong written and verbal communication skills in English
• Computer literacy, including experience with email platforms and CRM or ticketing systems

PREFERRED EXPERIENCE

• Familiarity with customer service platforms such as Zendesk, Freshdesk, or Salesforce
• Experience handling multi-channel support, including live chat and inbound calls
• Exposure to e-commerce, SaaS, or retail customer environments

KEY COMPETENCIES

• Strong communication skills
• High attention to detail
• Strong organizational skills
• Ability to work independently
• Professionalism and reliability