Salary: R16,000 per month
Job type: Full-time
Location: Sandton Head Office.
Reporting To: Customer Service Manager
Role:
This person will play an important role in shaping the customer experience and will often be the first direct point of contact between the customer and the business. The ideal candidate is calm under pressure, highly organised, digitally confident, and able to communicate clearly and professionally in both written and spoken English.
This role requires someone who can handle multiple customer conversations at once, resolve issues efficiently, escalate appropriately, and represent the brand well in every interaction.
Key responsibilities
Manage inbound customer queries across WhatsApp, email, and other digital service channels
Respond to customer questions in a professional, timely, and brand-appropriate manner
Assist customers with order queries, delivery updates, product information, returns, refunds, and general service matters
Handle complaints and escalations with maturity, empathy, and sound judgment
Follow up on unresolved customer issues and ensure they are seen through to completion
Liaise with internal teams such as operations, logistics, buying, sales, or finance to resolve customer matters
Keep accurate records of customer interactions, actions taken, and outcomes
Identify recurring customer issues and flag patterns that may require process improvement
Maintain a high standard of written communication across all channels
Ensure no important customer communication is missed, delayed, or handled carelessly
Key performance areas
The successful candidate will be measured on:
Response times across digital channels
Quality and professionalism of customer communication
Resolution time on customer issues
Accuracy of information shared with customers
Customer satisfaction and service feedback
Ability to manage volume without sacrificing quality
Reliability and consistency in follow-up
Escalation judgment and issue ownership
Working hours: Monday to Friday, 8:00 am to 5:00 pm, with occasional after-hours customer follow-up if required.
REQUIREMENTS
Role requirements
Minimum requirements
2 to 4 years’ experience in customer service, digital support, client service, ecommerce support, or a similar role
Strong written and spoken English
Excellent communication skills with a professional and customer-focused manner
Comfortable working across WhatsApp, email, and digital business systems
Strong attention to detail and good administrative discipline
Able to manage multiple tasks and conversations at the same time
Able to remain calm and effective when dealing with upset or demanding customers
Good problem-solving ability and sound judgment
Strong sense of responsibility and follow-through
Preferred experience
Experience in ecommerce, retail, online sales, luxury, fashion, or premium consumer brands
Experience using CRM, ticketing, or customer support systems
Experience handling delivery issues, returns, refunds, and service escalations
Experience working in a fast-paced customer-facing environment
