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Customer Service Centre Agent

ShopRite Store
Western CapeSouth Africa
17 days0 Applicants
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Oops! It seems this job from ShopRite Store has expired

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  • 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 company image through telephonic and email interaction whilst solving problems.

Job Category    

  • Customer Service

Job Objectives    

  • Support customer interactions across various channels (including voice, email, chat, and 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 all Service Level Agreements are adhered to and strive to meet set KPI targets
  • Ensure all set Shoprite standards, policies, and procedures are followed
  • Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.


  • Matric (Grade 12)- essential
  • Degree/Diploma or Courses in Communications or a related field - (beneficial)


  • +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).
  • Experience in a retail/contact center environment – (desired).

Knowledge and Skills    

  • Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function including SharePoint Online – (essential).

Key competencies and work ethic

  • People orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy
  • Service orientated - committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first!
  • High level of self-motivation to set, meet and exceed goals and expectations.
  • Has integrity and takes accountability for actions and mistakes.



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About the company
ShopRite Store  logo

ShopRite is a retailers' cooperative of supermarkets.

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