Customer Support Specialist

Shoprite Group Of Companies; Cape Town; On-site; ZAR 240 000 - 300 000; Full time

Job summary

A retail group is seeking a Customer Support Specialist in Western Cape, Cape Town, to provide exceptional customer service and manage queries related to customer registrations and store issues. Candidates should have a Matric certification and experience in customer service or account management, with proficiency in web technologies and MS Office. Flexibility to work weekends is required.

Qualifications

• Years’ experience in Customer Service or account management support role.
• Experience supporting financial products is essential.

Responsibilities

• Onboard customers and process applications with compliance team.
• Manage customer queries and provide detailed feedback.
• Improve policies and best practice reference materials.
• Collaborate with customer support teams for consistent service.
• Act as the Voice of the Customer, suggesting improvements.

Skills

Proficient with web technologies

Customer handling

Conflict resolution

Problem-solving skills

Proficiency in MS Office (Excel)

Education

Matric / Grade 12 Certification

Job description

Job title : Customer Support Specialist

Job Location : Western Cape, Cape Town

Deadline : December 03

Purpose of the Job

The Shoprite Send Customer Support Specialist is responsible for providing meaningful support to Shoprite Send regarding customer registrations, general customer queries, and store queries. This role efficiently manages all customer queries, going above and beyond to ensure client satisfaction, and collaborates with the broader Shoprite Send team to support customers. The specialist manages escalated incidents, communicates incident progress, advocates for the client, and applies well-developed query support knowledge to support new Shoprite Send project and product developments. Flexibility to work weekends is required.

Job Objectives

• Onboard customers and work with the Shoprite Send compliance team to process and approve customer applications.
• Be the customer-facing voice for account registrations, customer queries, store queries and investigate queries, providing feedback to the call centre or client.
• Own and perform thorough analysis on account queries (including payment queries) and provide thorough feedback to the customer and Shoprite Send Management team on identified issues.
• Gather lessons learned of the query management process, and use that information to create or improve policies, procedures, and best practice reference materials.
• Provide prompt, efficient, detailed, customer-oriented service to Shoprite Send customers.
• Work with customer support peers from Computicket support and Shoprite Customer Careline to ensure a consistent and high-quality level of support.
• Drive projects with colleagues that improve support-related processes.
• Act as the Voice of the Customer for our Shoprite Send customers, reporting and acting on observed areas for improvement.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Assist with Stores, Computicket Call Center and Shoprite Careline communication during Shoprite Send new feature releases.
• Assume responsibility for developing detailed knowledge about Shoprite Send product and features, key vendor new features and customer dispute processes.

Qualifications

Matric / Grade 12 Certification - (essential)

Experience

Years’ experience in Customer Service, account management support role or similar with a passion for customer advocacy and experience supporting financial products – (essential)

Knowledge and Skills

• Proficient with web technologies and the internet; take ownership and drive resolution on escalated customer issues - (essential).
• Strong customer handling, conflict resolution and problem-solving skills; focus on quality in customer experience - (desired).
• Proficiency in MS Office, with an emphasis on Excel - (essential).