Job Description

Working with the UK team (based in Manchester)



Take calls and answer queries

Deal with parcel redirects

Missing items

Deal with returns

Answer queries on stock availability and similar

Customer Support & Communication

Respond promptly and professionally to incoming customer calls, emails, and online inquiries in collaboration with the UK-based team

Provide accurate information regarding products, stock availability, and order status

Resolve customer concerns including parcel redirects, missing items, and return requests with efficiency and a customer-first attitude

Maintain a friendly, helpful, and solution-oriented communication style to create a positive customer experience

Order & Delivery Issue Resolution

Investigate and resolve issues related to deliveries, including tracking, redirection, and replacement of missing or incorrect items

Process returns in accordance with company policies and ensure timely updates to customers

Operational Excellence

Follow internal processes to ensure responses and resolutions are carried out right the first time, minimizing follow-up queries and errors

Keep detailed and accurate records of customer interactions and transactions in CRM or other systems.

Collaboration & Growth

Work closely with the UK team (Manchester-based) to ensure consistency in service quality across locations

Contribute ideas and feedback to improve customer service processes and website usability based on customer interactions

Show a proactive attitude with a willingness to take on additional responsibilities as the Cape Town office grows

Product Knowledge

Develop a strong understanding ofproduct range, including technical specifications and applications, to assist customers knowledgeably

Stay updated on new product offerings, website updates, and changes in procedures or policies



Matric certificate (Grade 12) or equivalent; post-school qualification in customer service, administration, or related field is advantageous



English first language, excellent verbal and written communication skills in English



Minimum of 1-3years experience in a customer service or support role, preferably in an e-commerce or retail environment



Proficient in Microsoft Office (Outlook, Word, Excel) and able to quickly learn customer service software or CRM systems



Strong accuracy and attention to detail in both communication and data entry



Ability to think on your feet and resolve issues independently while maintaining professionalism



Passion for providing exceptional service and going the extra mile to ensure customer satisfaction



Ability to manage multiple tasks efficiently and meet deadlines



Reliable, punctual, and committed to delivering high-quality work



Comfortable working with remote teams and collaborating across locations



Willingness to work UK business hours (due to time zone differences)



Between 1 - 3 Years