CxHub Assistant (Temp) at Shoprite Group of Companies

About the role    

• The purpose of the Customer Service Assistant role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed.
• The role is a critical part of company's frontline company support, ensuring customers’ requests are actioned with a sense of urgency, care, and understanding. The Customer Services Assistant ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge.
• To ensure that we optimise our service delivery to our customers and align with our teams, the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements. 
• What you'll do    
• Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and complete information is provided.
• Resolve customer issues and complaints efficiently, aiming for first contact resolution to enhance customer satisfaction.
• Record and update customer interactions and transactions accurately in the company's CRM system.
• Provide detailed product and service information to customers, assisting them in making informed decisions.
• Collaborate with internal teams to escalate and resolve complex issues in a timely manner.
• Maintain up-to-date knowledge of company products, services, and policies to serve customers effectively.
• Adhere to company policies and procedures, including those related to data privacy and security.
• Work scheduled shifts within the 40-hour work week, including weekends and public holidays as required.
• Contribute to a positive team environment by sharing knowledge and best practices with colleagues.
• Identify opportunities to improve customer service processes and provide feedback to management.

What you bring    

• Minimum matric qualification or equivalent
• Proven experience of at least 1 year in a customer service role, preferably within a call centre or retail environment
• Strong verbal and written communication skills in English, with proficiency in additional South African languages considered an asset.
• Ability to effectively handle customer inquiries, complaints, and provide accurate product or service information
• Basic computer literacy, including experience with customer relationship management (CRM) software and MS Office applications
• Excellent problem-solving skills and the ability to work under pressure while maintaining a positive attitude
• Strong organisational skills and the ability to prioritise tasks within a shift work environment
• Demonstrated ability to work effectively both independently and within a team setting
• Willingness to work flexible hours including weekends, public holidays, and shift rotations in compliance with labour laws
• Commitment to delivering exceptional customer service and upholding company values at all timesAbout the role    
• The purpose of the Customer Service Assistant role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers’ requests are actioned with a sense of urgency, care, and understanding. The Customer Services Assistant ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge.
• To ensure that we optimise our service delivery to our customers and align with our teams, the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements. 

What you'll do    

• Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and complete information is provided.
• Resolve customer issues and complaints efficiently, aiming for first contact resolution to enhance customer satisfaction.
• Record and update customer interactions and transactions accurately in the company's CRM system.
• Provide detailed product and service information to customers, assisting them in making informed decisions.
• Collaborate with internal teams to escalate and resolve complex issues in a timely manner.
• Maintain up-to-date knowledge of company products, services, and policies to serve customers effectively.
• Adhere to company policies and procedures, including those related to data privacy and security.
• Work scheduled shifts within the 40-hour work week, including weekends and public holidays as required.
• Contribute to a positive team environment by sharing knowledge and best practices with colleagues.
• Identify opportunities to improve customer service processes and provide feedback to management.

What you bring    

• Minimum matric qualification or equivalent
• Proven experience of at least 1 year in a customer service role, preferably within a call centre or retail environment
• Strong verbal and written communication skills in English, with proficiency in additional South African languages considered an asset.
• Ability to effectively handle customer inquiries, complaints, and provide accurate product or service information
• Basic computer literacy, including experience with customer relationship management (CRM) software and MS Office applications
• Excellent problem-solving skills and the ability to work under pressure while maintaining a positive attitude
• Strong organisational skills and the ability to prioritise tasks within a shift work environment
• Demonstrated ability to work effectively both independently and within a team setting
• Willingness to work flexible hours including weekends, public holidays, and shift rotations in compliance with labour laws
• Commitment to delivering exceptional customer service and upholding company values at all times

Closing Date    

• 2026/10/11