Permanent - E-Commerce Customer Service Assistants - Cape Town - South Africa

Job Description

At our core, we’re all about giving our customers a journey they’ll actually enjoy. If you thrive in a fast-paced, problem-solving environment, keep reading!

Your Mission

As our Customer Service Assistant, you’re not just answering calls and emails—you’re the champion of our customer experience. This isn’t your typical call centre role with scripts and monotone greetings. Here, you’ll think on your feet, solve problems creatively, and ensure every customer interaction ends on a positive note.

Responsibilities

• Engage with customers across multiple channels, including email and phone.
• Handle day-to-day customer queries with confidence and care.
• Work closely with internal teams to resolve order issues and follow up on customer requests.
• Process refunds and returns accurately and efficiently.
• Maintain accurate and up-to-date customer records.
• Support the Customer Service team with administrative and ad hoc tasks to ensure smooth daily operations

Job Requirements

You'll Thrive If You

• Enjoy structured administrative work and take pride in accuracy.
• Can manage multiple tasks in a fast-paced environment.
• Remain calm, professional, and solutions-focused under pressure.
• Communicate clearly and professionally with customers and colleagues.
• Are comfortable using spreadsheets and digital systems.

You Bring

• Minimum of 2 years' experience in customer service, retail, or hospitality.
• Grade 12 (Matric).
• A diploma or degree is advantageous.
• A friendly, outgoing personality with a customer-first approach.
• Willingness to work in a pet-friendly office environment.

The Hard Truth – Not for Everyone

Emotional Discipline

• Remain professional and calm when dealing with frustrated or difficult customers.
• Do not take challenging customer interactions personally.

Small Team, High Impact

• Work as part of a small, high-performing team where your contribution directly impacts business success.
• Take ownership and accountability for your work without relying on scripts or passing tasks to others.

Constant Context Switching

• Manage customer emails and phone calls simultaneously.
• Stay organised while handling multiple interruptions and priorities.

The Admin Reality

• Perform repetitive administrative tasks and accurate data capturing.
• Follow up on outstanding information and customer requests.
• Maintain high standards of accuracy and attention to detail.