Job Description

Somerset West - A fast-growing South African food business operating three direct-to-consumer brands is seeking to employ a Client Service Coordinator to join their team.
With growing customer volumes across all three brands, the business is formalising a dedicated Client Services function to ensure consistent, high-quality customer engagement.
The company delivers nationally through an established eCommerce model and is focused on building a high-performance, customer-centric organisation
Requirements Include (But not limited to):

• Managing WhatsApp customer communication (primary channel)
• Answering inbound phone calls
• Assisting customers with product selection and purchase decisions
• Editing orders in Shopify (address updates, swaps, adjustments)
• Providing delivery and product information
• Escalating complex issues to the Business Unit Manager
• This is a high-volume, fast-paced communication role requiring exceptional written accuracy, typing speed and composure under pressure while managing multiple live customer conversations simultaneously

Key Performance Expectations:

• Maintaining

15 minute WhatsApp response times during business hours * Managing approximately 20-30 customer conversations per day

• Handling 15 inbound calls per day
• Communicating clearly and professionally in written form
• Accurately editing customer orders in Shopify
• Maintaining a consistent, premium communication standard

Non-Negotiable Requirements:

• Fully fluent in English (spoken and written).
• Highly proficient in Afrikaans (spoken and written)
• Able to switch seamlessly between both languages in WhatsApp and phone communication
• Matric (tertiary qualification advantageous)
• 1-3 years retail, eCommerce, or customer-facing experience
• Strong computer literacy
• Fast and accurate typing ability

Behavioral and Character Profile:

• Strong personal integrity and professionalism
• A disciplined work ethic
• Calmness under pressure
• Structured, clear communication
• Warm yet efficient customer engagement
• High attention to detail
• Coachability and willingness to grow within a structured environment

Working Hours:

• Monday to Friday (08:00 - 17:00)

Skills Required