Employer: Pepkor Lifestyle We are looking for a dynamic and customer-focused E-Commerce Customer Service Agent to join our team. The successful candidate will be responsible for managing customer queries across multiple communication channels, ensuring a seamless and positive customer experience. Key Responsibilities - Respond to customer queries via phone, email, live chat, and social media - Resolve customer complaints efficiently and within set SLA timeframes - Accurately capture and update customer information on CRM systems - Provide clear, professional, and timely feedback to customers - Escalate complex issues to management when necessary - Maintain detailed records of customer interactions - Ensure all queries and complaints are closed within required timelines - Support customer retention through excellent service delivery Key Requirements - Grade 12 (Matric) – essential - Minimum 1 year experience in a customer service or customer resolution environment - Experience in retail or e-commerce (advantageous) - Tertiary qualification (advantageous) Skills & Competencies - Strong verbal and written communication skills - Excellent problem-solving and conflict resolution abilities - Ability to multitask and work under pressure - Strong time management and organisational skills - Customer-centric mindset - Active listening and interpersonal skills - High level of professionalism and resilience Technical Requirements - Proficiency in MS Office - Experience with CRM systems - Social media proficiency - Understanding of customer service best practices - Knowledge of the Consumer Protection Act (CPA) (advantageous) What We’re Looking For - A team player with a positive attitude - Someone who takes ownership and delivers results - Ability to follow processes and adhere to company policies - Passion for delivering excellent customer service Why Join Us? - Opportunity to grow within a dynamic retail environment - Supportive team culture - Continuous learning and development