Digital Customer Service Representative

Job description

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.

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

Posted on 06 May 11:29, Closing date 5 Jul