Customer Service Representative (Retail)

Placements24; Paarl; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Performance bonuses

Hybrid work arrangement

Comprehensive training program

Career progression

Job summary

Placements24 is seeking a friendly Customer Service Representative to support their Paarl retail operations. The role blends in-office and remote work, handling inquiries, resolving issues, and ensuring a positive post-purchase experience.

You will be the first contact for orders, returns, product information, and general questions, contributing to customer satisfaction and loyalty in a vibrant Paarl retail setting.

Qualifications

• Previous experience in a customer service role in retail/e‑commerce.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency with CRM software and customer support platforms.
• Ability to multitask and manage time in a dynamic environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve customer issues, complaints, and escalations with first-contact resolution.
• Process orders, returns, exchanges, and refunds per company policies.
• Provide accurate product information to assist purchasing decisions.
• Maintain detailed records of interactions, transactions, comments, and actions.
• Identify opportunities to improve customer service processes and contribute to training materials.

Job description

About the Role

Our client is seeking a friendly and efficient Customer Service Representative to join their team supporting their retail operations in Paarl . This hybrid role involves handling customer inquiries, resolving issues, and ensuring a positive post-purchase experience, with a blend of in-office and remote work flexibility. You will be the first point of contact for customers seeking assistance with orders, returns, product information, and general inquiries, playing a vital role in maintaining customer satisfaction and loyalty. The ideal candidate is empathetic, a strong communicator, and dedicated to providing exceptional support in the vibrant Paarl retail landscape.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve customer issues, complaints, and escalations effectively, striving for first-contact resolution.
• Process customer orders, returns, exchanges, and refunds according to company policies.
• Provide accurate product information and guidance to customers to assist with their purchasing decisions.
• Maintain detailed records of customer interactions, transactions, comments, and actions taken.
• Identify opportunities to improve customer service processes and contribute to team training materials.

Requirements

• Previous experience in a customer service role, preferably within the retail or e-commerce sector.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer‑centric approach.
• Proficiency in using CRM software and customer support platforms.
• Ability to multitask and manage time effectively in a dynamic environment.
• Comfortable working in a hybrid model, with reliable remote work capabilities.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Hybrid work arrangement offering a balance between office and remote work.
• Comprehensive training program to ensure success in the role.
• Opportunities for skill development and career progression in customer support.
• A supportive team environment focused on customer satisfaction in Paarl .