Contact Centre Agent
📍 Location: Randburg, Gauteng, South Africa
🕓 Application Deadline: 14 July 2025
📌 Job Type: Permanent
💼 Category: Customer Service
Purpose of the Role:
As a Contact Centre Agent, you’ll be the first point of contact for customers, handling inbound and outbound communications through various platforms like phone, email, chat, and social media.
You’ll deliver professional, friendly, and effective support, aiming for first-contact resolution while escalating complex issues when needed. This role is fast-paced and customer-focused, requiring shift work across any five days per week (8 AM – 8 PM), including weekends and public holidays.
Key Responsibilities:
Handle customer queries across different platforms efficiently.
Resolve issues on first contact where possible; escalate when necessary.
Stay informed about company products, policies, and procedures.
Keep customer records up to date and accurate.
Deliver correct and complete information to all customers.
Meet service level targets and contribute to customer retention.
Uphold Shoprite’s standards and always seek to improve customer experiences.
Requirements:
Education: Matric / Grade 12 (required); a post-matric NQF Level 4 qualification is an advantage.
Experience: Minimum 1 year in a customer service role, with a proven ability to handle support interactions effectively.
Technical Skills: Proficient in Microsoft 365 tools relevant to the role.