Customer Service Representative - Retail Support

Placements24; Randburg; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Hybrid work arrangement

Training and development

Supportive team environment

Job summary

Placements24 is seeking a dedicated Customer Service Representative to support retail customers from our Randburg office in a hybrid role. You will handle inquiries via phone, email, and chat, and act as a brand ambassador to drive customer satisfaction.

The role emphasizes strong communication, problem-solving, and proficiency with CRM tools to maintain accurate records and deliver first-contact resolutions.

Qualifications

• Experience in customer service, retail or call center.
• Excellent communication and active listening.
• Strong problem-solving and ability to stay calm.
• Proficient with CRM software and support tools.
• Ability to work in hybrid model (remote + in-office).

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Resolve complaints, aim for first-contact resolution.
• Provide information about products, orders, and policies.
• Process returns and exchanges accurately.
• Maintain records in the CRM system.
• Identify and escalate issues.

Skills

Customer service

Communication skills

CRM software

Problem-solving

Interpersonal skills

Active listening

Tools

CRM software

Job description

About the Role

Our client is seeking a dedicated and empathetic Customer Service Representative to provide exceptional support to their retail customers, operating out of their Randburg office. This hybrid role involves handling customer inquiries, resolving issues, and ensuring a positive experience across various communication channels. You will be the frontline of customer interaction, acting as a brand ambassador and contributing to customer retention and satisfaction. This is an ideal opportunity for individuals with strong communication skills and a passion for problem-solving in a dynamic retail support environment within Gauteng .

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues efficiently, aiming for first-contact resolution.
• Provide information about products, services, orders, and store policies.
• Process returns, exchanges, and other customer requests accurately.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify and escal

Requirements

• Proven experience in a customer service role, preferably in retail or a call center environment.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using customer relationship management (CRM) software and other support tools.
• Ability to work effectively in a hybrid model , balancing remote and in-office responsibilities.
• A customer-centric mindset with a commitment to delivering outstanding service.

Benefits

• Competitive salary with performance incentives.
• Comprehensive medical and retirement benefits.
• Hybrid work arrangement for improved work-life balance.
• Ongoing training and professional development opportunities.
• Supportive team environment focused on customer success.