Job Objectives

• Delivering high quality customer service and continually contributing towards a culture of customer service excellence – being passionate about the customer experience!
• Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.
• Being proactive to urgent/emergency situations in accordance with product/service guidelines.
• Providing timely escalation of requests and updating our customers on the progress of resolution.
• Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development!
• Ensuring all service level goals are understood and achieved.
• Taking the necessary steps to drive up customer retention. 
• Following all set Shoprite standards, policies and procedures and providing input when something is not working as well as it should. 
• Proactively seeking ways to continuously improve the customer experience.
• Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
• Supporting other responsibilities that may be assigned from time to time.

Qualifications

Essential

• Grade 12 / Matric

Beneficial

• Degree/Diploma or Courses in Communications or a related field.

Experience

Essential

• +5 years’ experience in a Customer Services environment or similar role.