Are you looking for an exciting and fulfilling career in customer service? A Contact Centre Agent Vacancy at Shoprite might just be the opportunity you’re looking for. Shoprite, a leading retailer in South Africa, is on the lookout for dynamic, customer-focused individuals to join their team in Randburg, Gauteng. If you’re passionate about providing top-tier service and making a real impact on customers, this role could be the perfect fit for you.
Contact Centre Agent Job Overview
- Location: Randburg, Gauteng
- Job Type: Permanent
- Job Category: Customer Service
- Closing Date: 2025/07/14
- Reference Number: SHO250707-6
Key Responsibilities
The Contact Centre Agent Vacancy at Shoprite involves several key responsibilities that contribute to delivering an excellent customer experience:
- Support Multi-Channel Customer Interactions:
You will be tasked with managing customer interactions across various channels, including voice, email, chat, and social media. Each customer interaction will require you to apply your knowledge, problem-solving skills, and empathy to ensure a satisfying experience for the customer. - Provide First Contact Resolution (FCR):
The goal is to resolve customer queries in the first contact, ensuring that issues are resolved promptly and efficiently. To achieve this, you’ll need to be knowledgeable, proactive, and skilled at troubleshooting customer concerns. - Escalate Non-Resolved Interactions:
While the aim is always to resolve customer queries promptly, some issues may require escalation. You will be responsible for identifying such cases and passing them to the appropriate team for further resolution, ensuring that feedback is relayed back to customers in a timely manner. - Continuous Improvement and Excellence:
A core part of your role will be contributing to a culture of innovation and excellence. You will be expected to remain knowledgeable about Shoprite’s products, services, and processes, and proactively seek ways to improve the customer experience at every opportunity. - Manage Service Level Agreements (SLAs):
Adhering to Service Level Agreements (SLAs) and ensuring that you meet set Key Performance Indicators (KPIs) will be part of your daily tasks. You will need to manage time effectively and take ownership of your interactions, striving to provide the best possible service to customers. - Drive Customer Retention:
As a Contact Centre Agent, part of your role will be to help drive customer retention by providing excellent service and creating positive experiences. The better the service, the more likely customers will return to Shoprite for their future needs. - Follow Shoprite’s Policies and Procedures:
Ensuring compliance with Shoprite’s standards, policies, and procedures is essential in maintaining consistency and delivering high-quality service. You’ll need to keep up-to-date with Shoprite’s guidelines to ensure that you’re always working within the company’s framework.
Qualifications and Experience
Shoprite is looking for candidates who meet the following qualifications and have relevant experience:
- Grade 12 / Matric – This is an essential requirement for the position.
- NQF Level 4, Post-Matric Qualification – This is preferred but not essential.
- Experience – A minimum of 1 year in a customer service environment is required, particularly in roles similar to a contact centre agent. Candidates should possess the ability to deliver excellent customer service, communicate effectively, and resolve customer issues in a timely manner.
Additionally, proficiency in Microsoft O365 is essential, with a focus on tools that are directly applicable to customer service functions. Familiarity with working in a contact centre and handling high volumes of customer interactions will be highly advantageous.
Skills Required for the Role
To be successful in the Contact Centre Agent Vacancy at Shoprite, candidates should possess the following skills:
- Communication: Strong verbal and written communication skills are vital in this role. You will need to communicate clearly and effectively with customers, ensuring they understand the solutions you provide.
- Problem-Solving: The ability to quickly identify the root cause of issues and find solutions is crucial for success.
- Empathy: Being able to empathize with customers and understand their frustrations will help you provide a more personalized and efficient service.
- Adaptability: The contact centre environment is dynamic, with different challenges arising daily. Being adaptable will allow you to handle any situation with ease.
- Attention to Detail: Ensuring that all customer interactions are accurately recorded and that systems are updated properly is important in maintaining high-quality service.
- Time Management: Managing a large volume of customer interactions efficiently while adhering to SLAs is essential for success.
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How to Apply for the Contact Centre Agent Vacancy at Shoprite
If you meet the qualifications and are excited about the opportunity to work as a Contact Centre Agent at Shoprite, it’s time to submit your application. You can apply directly through the Shoprite career portal by referencing Job Reference Number SHO250707-6.
Ensure that your CV is up-to-date and highlights relevant customer service experience. If selected, you will be contacted for an interview, where you can demonstrate your skills and enthusiasm for the role.
The Contact Centre Agent Vacancy at Shoprite offers a fantastic opportunity to join one of South Africa’s most recognized retail brands. If you have a passion for customer service and are eager to work in a fast-paced, dynamic environment, this could be the perfect role for you. Not only will you contribute to providing excellent support across multiple channels, but you’ll also have the chance to grow your career within a reputable company that values innovation, customer satisfaction, and continuous improvement.
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