Customer Resolution Centre Agent – Pepkor Lifestyle
Company: Pepkor Lifestyle
Division: Customer Resolution Centre (Call Centre)
Job Type: Contract (3 Months)
Experience Level: Entry Level
Industry: Retail / Customer Service
🌟 Overview
Pepkor Lifestyle is seeking a dynamic and customer-focused individual to join its Customer Resolution Centre team. This opportunity is ideal for candidates who are passionate about delivering excellent customer service and resolving queries efficiently across multiple communication channels.
As a Customer Resolution Centre Agent, you will play a critical role in ensuring customer satisfaction by managing, resolving, and escalating queries while maintaining professionalism and empathy. This role is well-suited for individuals who thrive in fast-paced environments and enjoy interacting with customers to solve problems effectively.
🎯 Job Purpose
The main purpose of this role is to deliver a high-quality customer experience by handling queries across various platforms, including phone, email, and social media. You will ensure that customer concerns are addressed promptly and accurately while adhering to company policies and industry standards.
✅ Key Responsibilities
- Handle customer queries across multiple channels (calls, emails, social media).
- Resolve customer complaints efficiently and professionally.
- Escalate complex issues to the appropriate departments when necessary.
- Maintain accurate records of customer interactions using CRM systems.
- Ensure compliance with company policies and procedures.
- Apply knowledge of the Consumer Protection Act (CPA) when handling customer issues.
- Deliver consistent, high-quality customer service experiences.
- Manage multiple tasks and queries simultaneously in a fast-paced environment.
📋 Minimum Requirements
- Grade 12 (Matric) is required.
- At least 1 year of experience in a Customer Resolution Centre or Customer Service role.
- A tertiary qualification in a related field will be advantageous.
💻 Knowledge & Technical Skills
- Understanding of customer service best practices within a retail environment.
- Basic knowledge of the Consumer Protection Act (CPA).
- Familiarity with CRM systems and processes.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Social media proficiency for handling customer queries online.
- Understanding of Pepkor Lifestyle’s operational model and processes (advantageous).
🧠 Key Skills
To succeed in this role, candidates should demonstrate:
- Strong written and verbal communication skills
- Active listening and interpretation abilities
- Excellent time management and multitasking skills
- Conflict resolution and problem-solving abilities
- Ability to work under pressure in a high-volume environment
- Strong interpersonal skills and teamwork
🌱 Behavioural Competencies
Pepkor Lifestyle is looking for individuals who exhibit the following qualities:
- Customer-focused mindset with a passion for service excellence
- High levels of energy, drive, and motivation
- Strong attention to detail and accuracy
- Ability to plan, prioritize, and meet deadlines
- Assertiveness and confidence in handling customer interactions
- Commitment to delivering results and exceeding expectations
- Ability to follow instructions and maintain professionalism at all times
💡 Why Join Pepkor Lifestyle?
- Gain valuable experience in a professional call centre environment
- Build skills in customer service, conflict resolution, and communication
- Work within a supportive and dynamic team
- Opportunity to grow within the retail and customer service industry
- Exposure to modern CRM systems and customer engagement platforms
📌 Important Notes
- This is a 3-month contract position.
- Only candidates who meet the minimum requirements will be considered.
- Due to high application volumes, only shortlisted candidates will be contacted.
🚀 Kickstart Your Customer Service Career
This role is perfect for individuals looking to build or grow a career in customer service, especially within the retail sector. If you are passionate about helping people, solving problems, and delivering excellent service, this opportunity offers valuable experience and growth potential.