Job Description

ABOUT THE ROLE

The Multi-Skilled Agent is the first point of contact between Leroy Merlin South Africa and its customers across multiple service channels. The role is responsible for delivering effortless, high-quality service by handling queries efficiently and with empathy. Agents ensure accurate ticket management in Zendesk and adapt quickly to evolving customer service technologies and practices.

KEY RESPONSIBILITIES

Handle customer interactions across all active channels (phone, email, social media, live chat when available). Provide accurate information and resolve queries related to orders, deliveries, after-sales, and general product or service support. Record, classify, and manage all customer tickets in Zendesk, ensuring accurate categorization and timely updates. Escalate complex queries to the appropriate team while maintaining ownership until resolution. Collaborate with internal stakeholders (e.g., Supply Chain, Stores, Marketplace, Installations etc) to resolve customer queries effectively. Deliver efficient and empathetic customer service, ensuring a seamless experience. Adapt to new tools, processes, and technologies introduced to improve customer service delivery. Contribute to continuous improvement by sharing recurring issues, customer feedback, and ideas for better service to all relevant stakeholders.


Grade 12 / Matric (or equivalent) required. Proficiency in English Previous customer service or contact center experience Familiarity with Zendesk or other CRM systems is advantageous Strong communication skills (verbal & written). Customer-oriented mindset with empathy and patience. Ability to multitask and manage queries across different channels. Problem-solving and accountability. Flexibility and adaptability in a fast-changing environment. * Basic computer literacy and ability to learn new systems effectively.