Job Summary
We are a growing South African multi-brand retail group operating two trading entities across major shopping centres nationwide:
The San Hair (San Trading (Pty) Ltd) — a hair and beauty retail chain with 17 stores nationwide.
The San Hair | 5th Ave Fashion | South Africa
5th Ave Fashion (Abathwa Group (Pty) Ltd) — a clothing retail brand with 5 locations across Gauteng, KwaZulu-Natal and Cape Town.
We are building a dedicated Customer Experience team to manage our Zendesk CRM platform, Euphoria call centre, and omnichannel customer engagement. This Consultant role sits within that team and reports directly to the Customer Experience & CRM Manager.
Role Overview
The CX & CRM Consultant will take ownership of the day-to-day operation of our customer experience function — handling inbound tickets, managing the call centre queue, driving outbound sales lead conversion, and maintaining accurate customer data across both brands.
This is a hands-on, commercially focused role requiring a candidate who brings proven customer service and CRM experience and can hit the ground running with minimal supervision. The right candidate is organised, sales-minded, and takes personal accountability for conversion outcomes and service quality.
Key Duties & Responsibilitie
1. Zendesk CRM Management
- Own the inbound ticket queue across WhatsApp, email, Instagram DM, Facebook Messenger, and phone — responding within agreed SLA timeframes across both brands.
- Accurately categorise, tag, prioritise, and route tickets to the correct store team or agent.
- Resolve customer queries relating to product availability, orders, store locations, promotions, and after-sales matters at first contact where possible.
- Escalate complex issues to the CX & CRM Manager with full context and a recommended resolution path.
- Maintain clean, accurate customer records — no duplicates, correct brand/store attribution, and complete contact detail capture on every interaction.
2. Sales Lead Conversion
- Action daily outbound follow-up lists generated by the CRM — contacting customers who enquired but did not purchase via call, WhatsApp, or email.
- Apply strong product knowledge and consultative selling techniques to convert inbound and follow-up enquiries into confirmed sales.
- Log all follow-up outcomes in Zendesk using the correct call disposition codes and update the pipeline status accordingly.
- Proactively identify upsell and cross-sell opportunities during customer interactions and action them within brand guidelines.
- Flag high-value or time-sensitive leads to the CX & CRM Manager for priority handling.
3. Call Centre Operations
- Answer inbound calls via the Euphoria softphone professionally and efficiently, creating Zendesk tickets for all calls received.
- Manage personal call queue with zero tolerance for unactioned missed calls beyond agreed response windows.
- Execute warm call transfers to the correct store or team with full context provided to the receiving party.
- Complete post-call wrap-up and disposition notes in Zendesk before moving to the next interaction.
- Adhere to IVR and call handling protocols designed by the CX & CRM Manager.
4. Reporting & Quality
- Submit accurate daily activity logs — tickets handled, calls made, follow-ups completed, and sales outcomes.
- Assist the CX & CRM Manager in compiling weekly performance reports covering response times, resolution rates, and conversion metrics.
- Flag recurring customer complaints, product issues, or system errors to the Manager for escalation and root cause resolution.
- Participate in regular quality review sessions and implement coaching feedback promptly.
5. Brand & Communication Standards
- Maintain consistent, professional communication standards aligned to The San Hair and 5th Ave Fashion brand voices across all channels.
- Support onboarding of new store staff on basic Zendesk ticket handling and call logging procedures.
- Contribute to the continuous improvement of canned responses, macros, and customer-facing messaging templates.
Requirements Essential
- Minimum 3–5 years experience in a customer service, CRM, or call centre role — retail or e-commerce experience strongly preferred.
- Proven track record in outbound sales follow-up or inbound sales conversion — with measurable outcomes.
- Confident, professional communicator in English (written and verbal); additional South African languages an advantage.
- Experience working on a CRM or helpdesk platform — Zendesk experience preferred; Freshdesk or equivalent considered.
- Comfortable with high-volume, multi-channel customer interaction environments.
- Highly organised with strong attention to detail in data capture and ticket management.
- Able to work independently and manage personal targets without close supervision.
Advantageous
- Hands-on Zendesk experience (Support, Messaging, or Sell modules).
- Prior call centre experience using VoIP/softphone tools — Euphoria Telecom a strong advantage.
- Experience in hair, beauty, or fashion retail.
- Familiarity with WhatsApp Business API and social media customer messaging channels.
Engagement Terms
Type: Permanent employment
Location: On-site, Midrand, Gauteng
Experience Required
Minimum 3–5 years in customer service, CRM, or call centre
Basic Salary
R12,000 – R15,000 per month CTC, commensurate with experience
Performance Bonus
▸Up to R15 000 per month, paid monthly in arrears:
▸ R3,500 — Personal sales conversion rate on outbound follow-up leads meeting or exceeding monthly target (≥ 20%, pro-rata)
▸ R1,500 — Call centre performance: call answer rate ≥ 85% and follow-up completion ≥ 90%
▸ R1,000 — Quality & accuracy: ticket resolution rate ≥ 85%, data accuracy ≥ 95%, and CSAT ≥ 4.0/5.0
Sales conversion component paid pro-rata for partial achievement of monthly target.
Total Potential
Up to R21,000 per month at full performance
Reports To
Customer Experience & CRM Manager
How to Apply
Please submit the following:
▸ Your CV at [email protected]
▸ A short overview of a CRM, call centre, or sales conversion role you have held — including measurable outcomes achieved
▸ Your available start date
Shortlisted candidates will be contacted for an interview. Preference will be given to candidates who can demonstrate both operational CRM/call centre competence and a proven ability to convert customer enquiries into sales.
Job Types: Full-time, Temporary
Work Location: In person
