Customer Service Agent

The Shoprite Group is Africa’s largest fast-moving consumer goods retailer with over 24 million customers and more
than 2 800 outlets. Our customers are at the heart of what we do, and our sole purpose is to provide all communities
with high quality products at the most affordable prices. Within such a dynamic environment, placing the customer at
the centre of everything we do is essential to maintain a competitive position. You will be an integral part of the
Customer Contact team, helping us to up our game for our customers. You will be surrounded by teams and
individuals who challenge and inspire you to be extraordinary. Are you ready to make an impact?
Role Purpose
The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions
for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a
positive image of the company through telephonic and email interaction whilst solving problems.

Role Description
• Support customer interactions across various channels (including voice, email, chat, social media,)
• Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by
being knowledgeable and able to troubleshoot effectively.
• Remain knowledgeable of performance requirements, brands, products, programmes and process
documentation
• Ensure necessary systems are updated accordingly
• Provide accurate, valid, and complete information to customers
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets
• Take the necessary steps to drive up customer retention
• Ensure all set Shoprite standards, policies and procedures are followed
• Proactively seek ways to continuously improve the customer experience
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s
journey.
• Escalate complaints/enquiries/information to relevant operational level

Qualifications and experience
• Grade 12 / Matric – essential
• +3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge and
skills in providing excellent customer service support – (essential).
• Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential)

Key competencies and work ethic
• Technical Proficiency and understanding in/of Products/Services – Understands technical information and a
wide range of Shoprite Group products or services to adequately perform on the job and guide customers
towards a solution.
• Customer orientated – Committed to providing high-quality customer service. Empathizes with customers and
ensures their customer needs are understood, problems timeously resolved, and expectations met and
resolving queries as well as leaving a good impression. Always thinking of the customer first attitude.
• Excellent written and verbal communication skills ability to convey information and data clearly, accurately
and succinctly.
• Good problem-solving skills – Comprehends new information to generate insights while
proactively investigating courses of action to identify feasible solutions.
• Well-developed interpersonal skills – able to interact, engage and maintain professional relationships
with people at all levels of the corporate structure, and enjoys. Authentic and builds positive rapport with
customers.
• Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high
pressured, fast-paced working environment.
• Energetic and vibrant, enjoys working in a dynamic, fast paced environment.
• Comfortable with change and adapting to different requests.