Customer Service Representative - Retail Support

Placements24; Benoni; Hybrid; ZAR 201,000 - 312,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive salary and incentives

Comprehensive training on products and

Career development within customer…

Job summary

Placements24 is seeking a dedicated Customer Service Representative to join a remote support team serving Benoni, Gauteng and surrounding areas. You will handle inquiries via phone, email, and chat, delivering a positive brand experience from home.

You will be the first point of contact, resolving issues, processing returns, and guiding customers through products and policies while maintaining detailed CRM records. The role emphasizes excellent communication and a customer-centric approach.

Qualifications

• Proven customer service experience in retail or call center.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with CRM software and customer service tools.
• Ability to work independently and manage time remotely.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Provide accurate information about products, orders, and policies.
• Resolve complaints to achieve customer satisfaction.
• Process returns, exchanges, and refunds per guidelines.
• Assist customers with placing orders on company platforms.
• Maintain detailed CRM records of interactions and transactions.
• Escalate complex issues to appropriate departments.
• Gather feedback to improve products and services.
• Adhere to service standards and metrics.

Skills

Customer service

Communication

CRM software

Problem solving

Remote work

Time management

Education

High school diploma

Tools

CRM software

E-commerce platforms

Job description

About the Role

Our client, a renowned retailer, is seeking a dedicated and empathetic Customer Service Representative to join their remote support team, serving customers in Benoni, Gauteng and surrounding areas.

This fully remote position allows you to leverage your exceptional communication skills to assist customers with inquiries, resolve issues, and ensure a positive brand experience from the comfort of your home.

You will be the first point of contact for many customers, handling a variety of requests via phone, email, and potentially chat.

The ideal candidate is a natural problem-solver, patient, and possesses a strong understanding of retail customer service principles.

This is a great opportunity to join a growing team and contribute to maintaining our client's reputation for excellent customer care.

We are looking for individuals who are self-disciplined, organized, and committed to providing outstanding service in a remote setting.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and online chat.
• Provide accurate information about products, services, orders, and store policies.
• Resolve customer complaints and issues efficiently and effectively, aiming for customer satisfaction.
• Process returns, exchanges, and refunds according to company guidelines.
• Assist customers with placing orders and navigating the company's e-commerce platforms.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Escalate complex issues to appropriate departments or management when necessary.
• Gather customer feedback to help improve products and services.
• Adhere to company service standards and performance metrics.

Requirements

• Proven experience in customer service, preferably in a retail or call center environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and customer service tools.
• Ability to work independently and manage time effectively in a remote work environment.
• High school diploma or equivalent; further education or training is a plus.
• Patience, empathy, and a customer‑centric attitude.
• Reliable internet connection and a suitable home office setup.
• Ability to adapt to changing processes and customer needs.

Benefits

• Fully remote work arrangement.
• Competitive salary and performance-based incentives.
• Comprehensive training on products and customer service protocols.
• Opportunities for career development within the customer support field.
• Be part of a supportive and customer-focused team.
• Contribute to enhancing the customer experience for a well-known brand.