Contact Center Agent (Multi-skilled) (Fourways) needed at Leroy Merlin

ABOUT THE ROLE

• The Multi-Skilled Agent is the first point of contact between Leroy Merlin South Africa and its customers across multiple service channels. The role is responsible for delivering effortless, high-quality service by handling queries efficiently and with empathy. Agents ensure accurate ticket management in Zendesk and adapt quickly to evolving customer service technologies and practices.

KEY RESPONSIBILITIES

• Handle customer interactions across all active channels (phone, email, social media, live chat when available).
• Provide accurate information and resolve queries related to orders, deliveries, after-sales, and general product or service support.
• Record, classify, and manage all customer tickets in Zendesk, ensuring accurate categorization and timely updates.
• Escalate complex queries to the appropriate team while maintaining ownership until resolution.
• Collaborate with internal stakeholders (e.g., Supply Chain, Stores, Marketplace, Installations etc) to resolve customer queries effectively.
• Deliver efficient and empathetic customer service, ensuring a seamless experience.
• Adapt to new tools, processes, and technologies introduced to improve customer service delivery.
• Contribute to continuous improvement by sharing recurring issues, customer feedback, and ideas for better service to all relevant stakeholders.

Requirements

• Grade 12 / Matric (or equivalent) required.
• Proficiency in English
• Previous customer service or contact center experience
• Familiarity with Zendesk or other CRM systems is advantageous
• Strong communication skills (verbal & written).
• Customer-oriented mindset with empathy and patience.
• Ability to multitask and manage queries across different channels.
• Problem-solving and accountability.
• Flexibility and adaptability in a fast-changing environment.
• Basic computer literacy and ability to learn new systems effectively.