Customer Support Agent (Seasonal Contract)

Bash; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading customer service provider in Cape Town seeks a dedicated Customer Service Representative to manage customer expectations and resolve queries. The ideal candidate has 2-3 years of call center experience, is passionate about customer service, and possesses strong IT and communication skills. This full-time role involves rotational shifts and offers an opportunity to work in a dynamic, collaborative environment with various perks, including exclusive shopping discounts.

Benefits

Exclusive shopping discounts across 500+ brands

Generous leave policies

Strong team connections

Competitive pay

Qualifications

• 2-3 years of call center experience.
• Willing to work rotational shifts including public holidays.
• Experience in eCommerce or online shopping support is essential.

Responsibilities

• Manage customer expectations and queries across various channels.
• Collaborate with teams to resolve customer concerns.
• Advocate for customers by solving problems and identifying opportunities.

Skills

Customer service

Communication

Problem-solving

Time management

IT skills

Organizational skills

Education

Matric certification

Job description

WHAT YOU’LL DO

• Manage customer expectations, requests, queries, and concerns across various communication channels (calls, emails, social media, chat).
• Adapt to customer expectations by reading cues and framing assistance appropriately.
• Collaborate with third-party teams to resolve customer concerns within required SLAs.
• Work with other customer support teams to ensure consistent, high-quality support.
• Increase customer satisfaction and retention by meeting and exceeding support service levels.
• Maintain consistency and assertiveness across interactions to put customers at ease.
• Advocate for customers by solving problems and identifying opportunities.
• Deliver high-quality customer service promptly, efficiently, and with attention to detail.
• Remain calm and make smart decisions in high-pressure situations.
• Support teammates through peer learning and constructive feedback.
• Navigate product knowledge, company policies, credit and eCommerce policies, and account information.
• Engage actively with stakeholders to manage customer requests accurately and timely.
• Maintain the integrity of The Foschini Group’s image when dealing with customers.
• Provide superior customer service across all communication channels.

WHO YOU ARE :

• Matric certification is essential.
• 2-3 years of call center experience.
• Available to work full-time in the Parow area.
• Willing to work rotational shifts Monday - Sunday, including public holidays.
• Experience in eCommerce / online shopping support is essential.
• Passionate about customer service.
• Strong IT skills with agility in various software packages.
• Exceptional listening, analysis, written, and verbal skills.
• Organized, detail-oriented, and capable of multitasking.

Skills you already have :

• Ability to maintain quality and speed in customer engagements.
• Strong organizational and time management skills.
• Familiarity with e-commerce and internet usage.
• Sense of urgency, self-motivated, proactive.
• Friendly, polite, professional, flexible.
• Problem-solving ability.

JOINING THE BASH TEAM

We empower our people to choose where they do their best work, equipped with the necessary tools, and encourage face-to-face collaboration through travel. Our offices foster collaboration, planning, celebration, and connection.

BASH PERKS

Enjoy the benefits of working in a hyper-growth environment, surrounded by top talent, and building impactful products. We offer security, career optionality, strong team connections, competitive pay, and generous leave policies, including holiday, wellbeing, and birthday leave. Additionally, enjoy exclusive shopping discounts across 500+ brands.