Customer Support Agent - Retail Division

Placements24; Paarl; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Employee discounts

Career progression

Training provided

Dynamic team environment

Job summary

Placements24 in Paarl, Western Cape, is seeking a dedicated Customer Support Agent to assist customers with purchases, online orders, and in-store experiences. The role emphasizes professional communication and resolving issues promptly to uphold the brand's reputation.

You will handle inquiries via phone, email, and in person, process returns, provide product information, and collaborate with store teams to ensure a consistently positive shopping experience for customers.

Qualifications

• Experience in retail or e-commerce environments.
• Excellent verbal and written communication.
• Friendly, approachable demeanor and strong interpersonal skills.
• Ability to work full-time at Paarl, Western Cape location.

Responsibilities

• Respond to customer inquiries regarding products, orders, returns, and store policies via phone, email, and in-person.
• Assist customers with navigating the e-commerce platform and placing online orders.
• Process returns, exchanges, and refunds in a timely and accurate manner.
• Resolve customer complaints and issues to ensure satisfaction.
• Provide information about promotions, loyalty programs, and new product arrivals.
• Maintain accurate customer records and transaction details in POS and CRM systems.
• Collaborate with store staff to address customer concerns.
• Adhere to company procedures and standards for customer service.
• Gather customer feedback to improve service offerings.
• Ensure a consistently positive customer experience at all touchpoints.

Skills

Customer service

Communication skills

POS proficiency

Multitasking

Team player

Education

High school diploma

Tools

POS systems

CRM systems

Job description

About the Role

Our client, a prominent player in the retail sector, is seeking a diligent and customer-focused Customer Support Agent to join their bustling operational hub in Paarl, Western Cape. This role is central to providing exceptional support to customers regarding their purchases, online orders, and in-store experiences. The ideal candidate will be adept at handling inquiries with professionalism, resolving issues efficiently, and maintaining a positive brand image. We are looking for an individual who is passionate about delivering excellent service, possesses strong communication skills, and thrives in a fast-paced retail environment. This position requires a dedicated individual committed to ensuring customer satisfaction and loyalty. The role is based at our Paarl office, contributing directly to the operational excellence of our retail division.

Key Responsibilities

• Respond to customer inquiries regarding products, orders, returns, and store policies via phone, email, and in-person.
• Assist customers with navigating the e-commerce platform and placing online orders.
• Process returns, exchanges, and refunds efficiently and accurately.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Provide information about current promotions, loyalty programs, and new product arrivals.
• Maintain accurate customer records and transaction details in the POS and CRM systems.
• Collaborate with store staff and management to address customer concerns.
• Adhere to all company procedures and standards for customer service.
• Gather customer feedback to help improve service offerings.
• Ensure a consistently positive customer experience at all touchpoints.

Requirements

• Previous experience in customer service, preferably within a retail or e-commerce setting.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a friendly, approachable demeanor.
• Proficiency in using Point of Sale (POS) systems and basic computer applications.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• High school diploma or equivalent; further qualifications are an advantage.
• Must be able to work full-time and be present at our Paarl, Western Cape, ZA location during business hours.
• A genuine desire to assist customers and solve problems.

Benefits

• Competitive salary package.
• Employee discounts on company products.
• Opportunities for advancement within the retail sector.
• Training on product knowledge and customer service best practices.
• A dynamic and engaging work environment.
• Stable full-time employment in Paarl, Western Cape.
• Contribution to a well-regarded retail brand.
• Team-based incentives and recognition programs.