In-Store Frontshop Controller — Customer Experience

The Shoprite Group Of Companies; Gauteng; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Employee discount on merchandise

Hybrid/ Flexible working arrangements

Comprehensive training programs

Performance incentives

Job summary

The Shoprite Group Of Companies in Benoni is seeking a dedicated Customer Service Specialist to manage customer inquiries and provide exceptional support for retail operations.

You will be a key point of contact, delivering positive resolutions, handling returns, exchanges, and CRM records, while upholding the company's service excellence and values.

This role offers flexible/hybrid working arrangements and opportunities for training and employee discounts on merchandise.

Qualifications

• Proven experience in customer service or support, preferably in retail.
• Excellent communication, listening, and problem-solving skills.
• Proficiency with CRM software and ticketing systems.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person with professionalism and efficiency.
• Resolve customer complaints and issues promptly and effectively, aiming for first-contact resolution.
• Provide detailed product information and support to customers.
• Process returns, exchanges, and order adjustments accurately.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify trends in customer inquiries and feedback to suggest service improvements.

Job description

Our client is seeking a dedicated and empathetic Customer Service Specialist to manage customer inquiries and provide exceptional support for their retail operations in Benoni . This role is crucial in maintaining customer loyalty and enhancing brand reputation through effective problem‑solving and communication. The ideal candidate will be a strong communicator, adept at handling diverse customer needs, and committed to delivering positive resolutions. You will be a key point of contact, representing the company's values and commitment to service excellence.

Our client is seeking a dedicated and empathetic Customer Service Specialist to manage customer inquiries and provide exceptional support for their retail operations in Benoni . This role is crucial in maintaining customer loyalty and enhancing brand reputation through effective problem‑solving and communication. The ideal candidate will be a strong communicator, adept at handling diverse customer needs, and committed to delivering positive resolutions. You will be a key point of contact, representing the company's values and commitment to service excellence.

About the Role

Our client is seeking a dedicated and empathetic Customer Service Specialist to manage customer inquiries and provide exceptional support for their retail operations in Benoni . This role is crucial in maintaining customer loyalty and enhancing brand reputation through effective problem‑solving and communication. The ideal candidate will be a strong communicator, adept at handling diverse customer needs, and committed to delivering positive resolutions. You will be a key point of contact, representing the company's values and commitment to service excellence.

Key Responsibilities

• Respond to customer inquiries via phone, email, and in‑person with professionalism and efficiency.
• Resolve customer complaints and issues promptly and effectively, aiming for first‑contact resolution.
• Provide detailed product information and support to customers.
• Process returns, exchanges, and order adjustments accurately.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify trends in customer inquiries and feedback to suggest service improvements.

Requirements

• Proven experience in a customer service or support role, preferably in retail.
• Excellent communication, listening, and problem‑solving skills.
• Proficiency with customer relationship management (CRM) software and ticketing systems.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Familiarity with the retail product range offered by the client is a plus.

Benefits

• Competitive annual salary and potential performance incentives.
• Opportunities for flexible and hybrid working arrangements.
• Comprehensive training programs to enhance customer service skills.
• Employee discount on merchandise sold in Benoni .
• A supportive team