Job Advertisement: Shoprite Customer Service Agent
Employer: Shoprite Group
Location: Brackenfell, Cape Town (Western Cape)
Reference Number: SHO250911-1
Job Type: Permanent (45-hour work week)
Role Purpose
The Customer Service Agent acts as a frontline brand ambassador, providing the "best customer service experience" by resolving emerging problems, answering inquiries, and providing accurate product/service information. The role is critical for fostering customer loyalty and retention.
Key Responsibilities
Inquiry Handling: Manage incoming calls and communicate clearly to resolve customer issues with accuracy and efficiency.
Escalation & Tracking: Provide timely escalation of complex requests and update customers on the progress of their resolutions.
Knowledge Management: Remain up-to-date with performance requirements, brands, products, marketing campaigns, and internal processes.
Customer Retention: Take proactive steps to drive customer retention and ensure all service level goals (SLAs) are met.
Continuous Improvement: Proactively seek ways to enhance the customer experience and assist teammates in a collaborative, shared-knowledge environment.
Minimum Requirements
Education: Grade 12 / Matric (Essential).
Experience: Minimum of 5+ years of experience in a Customer Services environment or a similar role (This is a senior-level agent position).
Technical Skills: Strong proficiency in Microsoft Office 365 (including SharePoint Online).
Language: Excellent verbal and written communication skills.
Preferred/Desired Qualifications
Education: A Degree or Diploma in Communications or a related field.
Experience: Prior experience within a retail or contact centre environment.
Work Schedule
Hours: 45 hours per week.
Shifts: Any five days from Monday to Sunday, including public holidays, according to a planned weekly schedule.
How to Apply
Applications are typically handled through the Shoprite Holdings careers portal.
Visit the Portal: Go to
Shoprite Holdings Careers .Search by Reference: Use the reference number SHO250911-1 to find this specific listing.
Note: This role requires a seasoned professional with extensive experience. If you do not meet the 5-year requirement, your application may not be considered.
