Customer Support Representative - Retail Services

Placements24; Polokwane; On-site; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Staff discount

Training programs

Career advancement

Central Polokwane location

Job summary

Placements24 is seeking a Customer Support Representative for our Polokwane service centre. The role focuses on delivering exceptional customer service across calls, emails, and live chat, handling product inquiries, orders, and store information.

You will assist with orders, track progress, process returns, and help customers understand loyalty programs while maintaining accurate CRM records. This is a full-time on-site position in Polokwane.

Qualifications

• Experience in customer service or call center roles preferred in retail or similar service industry.
• Excellent communication and active listening skills.
• Friendly, patient, and professional demeanor.
• Proficiency with customer service software and basic computer tools.
• Ability to multitask and manage time in a fast-paced environment.
• Strong problem-solving skills and composure under pressure.

Responsibilities

• Handle inbound calls, emails, and live chat about products, services, orders, and store information.
• Provide accurate information on product availability, pricing, promotions, and store hours.
• Assist customers with order placement, tracking, and modifications.
• Process returns, exchanges and refunds per policy.
• Resolve complaints empathetically and escalate when needed.
• Maintain detailed records of interactions in the CRM system.
• Educate customers on loyalty programs and in-store services.
• Collaborate with store staff to ensure a seamless customer experience.

Skills

Customer service

Communication

CRM software

Multitasking

Problem solving

Active listening

Education

High school diploma

Tools

CRM system

Job description

About the Role

Our client, a leading national retail chain, is looking for an enthusiastic and customer-oriented Customer Support Representative to join their operations hub in Polokwane. This role is crucial in ensuring that customers receive exceptional service, whether they are inquiring about products, managing their accounts, or seeking assistance with purchases. You will be the voice of the brand, handling a variety of customer interactions with professionalism and efficiency. This is an excellent opportunity for individuals passionate about customer service to build a career within the vibrant retail sector in Polokwane. The position is based in our modern Polokwane service center, fostering a collaborative team environment.

Key Responsibilities

• Handle inbound customer calls, emails, and live chat inquiries regarding products, services, orders, and store information.
• Provide accurate information about product availability, pricing, promotions, and store hours.
• Assist customers with order placement, tracking, and modification.
• Process returns, exchanges, and refunds in accordance with company policy.
• Resolve customer complaints and issues efficiently and empathetically, escalating when necessary.
• Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
• Educate customers on loyalty programs, benefits, and in-store services.
• Identify customer needs and provide personalized recommendations.
• Collaborate with store staff and other departments to ensure a seamless customer experience.
• Contribute to team goals and uphold the company's commitment to excellent customer service.

Requirements

• Previous experience in a customer service or call center role, preferably in retail or a related service industry.
• Excellent communication and active listening skills.
• A friendly, patient, and professional demeanor.
• Proficiency in using customer service software and basic computer applications.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and the ability to remain calm under pressure.
• High school diploma or equivalent qualification.
• Familiarity with the retail sector and customer service best practices.
• Must reside in or be able to commute to Polokwane.

Benefits

• Our client offers a competitive starting salary with opportunities for performance-based increases and bonuses.
• Employees are eligible for a staff discount on company products and access to ongoing training programs designed for professional development.
• The role is based in a central Polokwane location, providing convenient access.
• A supportive team environment and a clear path for career advancement within the retail organization are key benefits.