Customer Service Representative

Position: Customer Service Representative

Location: Cape Town

Job Mode: Office Based:

Job Summary:

Customer-focused Retail Agent experienced in providing exceptional sales and service support, resolving customer enquiries, and handling account-related issues. Committed to delivering outstanding customer experiences while achieving performance targets.

Key Responsibilities and Accountabilities

• Professionally handle high volumes of inbound customer interactions while maintaining excellent service standards.
• Resolve customer enquiries relating to orders, deliveries, returns, refunds, payments, account management, and product information.
• Deliver first-contact resolution wherever possible to enhance customer satisfaction and loyalty.
• Build strong customer relationships through effective communication, active listening, and empathy.
• Identify customer needs and provide appropriate solutions and recommendations based on individual requirements.
• Maintain accurate customer records and ensure all interactions are documented correctly.
• Meet and exceed individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Escalate complex issues when required while retaining ownership of customer concerns until resolution.
• Adhere to company procedures, compliance requirements, and data protection standards at all times.
• Collaborate with colleagues and support continuous improvement initiatives to enhance the overall customer experience.

Skills & Competencies:

• Customer Service Excellence
• Retail & E-commerce Support
• Complaint Resolution
• Customer Retention & Loyalty
• Problem Solving & Decision Making
• Relationship Building
• Attention to Detail
• Adaptability and Resilience
• Active Listening & Empathy
• Target & KPI Achievement
• Multitasking & Time Management
• CRM & Customer Management Systems
• Ability to multitask effectively in a fast-paced environment.
• Self-motivated, target-driven, and committed to achieving performance goals.
• Strong relationship-building skills and the ability to communicate confidently with customers.
• Strong customer-focused approach with a passion for delivering outstanding service

Qualification & Experience:

• Minimum of 12 months experience in customer service, retail, sales in a contact centre environment.
• Excellent verbal and written communication skills in English.
• Good computer literacy and ability to navigate multiple systems simultaneously.

What We Offer

• Medical Insurance & Provident Fund
• Paid Study Leave & Bursary Programme
• Employee Assistance Programme
• Instant Rewards & Recognition Platform
• Financial Well‑being Support
• Onsite Clinic Facilities
• Free transport provided from 7pm

Why Join TP South Africa?

Be part of a global leader in customer experience management, working with cutting‑edge technologies and innovative practices. We invest in our people through structured development, wellness support, and recognition programmes ensuring you can grow your career while making a meaningful impact.