Retail Customer Experience Specialist

Tp-8f723eaf; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Teleperformance in Cape Town is seeking a customer-focused Retail Agent to provide sales and service support, resolve enquiries, and manage account-related issues. The role emphasizes delivering outstanding customer experiences while achieving KPIs in a fast-paced contact centre.

Ideal candidates have at least 12 months in customer service or retail in a contact centre, Matric, and strong communication and problem-solving skills. The position is on-site and targets performance-driven results.

Qualifications

• Matric/Equivalent is required.
• Minimum 12 months experience in customer service, retail or sales in a contact centre.

Responsibilities

• Professionally handle high volumes of inbound customer interactions while maintaining excellent service standards.
• Resolve enquiries relating to orders, deliveries, returns, refunds, payments, account management, and product information.
• Deliver first-contact resolution wherever possible to enhance customer satisfaction and loyalty.
• Build strong customer relationships through effective communication, active listening and empathy.
• Identify customer needs and provide appropriate solutions based on individual requirements.
• Maintain accurate customer records and document interactions correctly.
• Meet and exceed individual and team performance targets (quality, productivity, CSAT).
• Escalate complex issues when required while retaining ownership until resolution.
• Adhere to company procedures, compliance requirements, and data protection standards.

Skills

Customer service

Retail support

Complaint resolution

Loyalty & retention

Problem solving

Relationship building

Attention to detail

Adaptability

Active listening

KPI achievement

Multitasking

CRM systems

Fast-paced environment

Self-motivated

Target-driven

Confidence in communication

Customer-focused

Education

Matric/Equivalent

Tools

CRM systems

Job description

Teleperformance in Cape Town is seeking a customer-focused Retail Agent to provide sales and service support, resolve enquiries, and manage account-related issues. The role emphasizes delivering outstanding customer experiences while achieving KPIs in a fast-paced contact centre.

Ideal candidates have at least 12 months in customer service or retail in a contact centre, Matric, and strong communication and problem-solving skills. The position is on-site and targets performance-driven results.