Customer Service Agent at Cape Union Mart International

Job Requirements

Knowledge & Experience

  • The minimum educational requirement is Matric / Grade 12. Please provide a transcript of your final marks.
  • Minimum 2 years’ experience in a customer-facing environment.
  • Minimum 2 years’ experience in a customer service / customer experience role.
  • Preference will be given to candidates with community management experience, Google Reviews and Hello Peter.
  • Retail experience would be advantageous, but not essential.
  • Entry Level MS Office with focus on Outlook, Word, and Excel.
  • Experience on any contact center systems advantageous: Salesforce Service Cloud, Freshdesk, Zendesk, etc.


  • Passionate and proactive customer problem solver.
  • Strong administration skills.
  • Team player.
  • Attention to detail.
  • Time management.
  • Language – fluent written and verbal English, with additional languages being advantageous.

Key Performance Areas

Customer Engagement

  • Effectively and efficiently resolve customer queries and complaints in line with our Company Values and Brand Promise.
  • Owning the role of problem solver on behalf of the customer by demonstrating commitment to finding resolution to queries and complaints.
  • Follow appropriate escalation channels to support quick resolution of queries and complaints.

Teamwork & Collaboration

  • Ability to work collaboratively as part of a team.
  • Build strong working relationships with cross-functional teams, as this role will engage with many stakeholders: BI, IT, Brand Marketing, CRM Agency, Digital Department, Online Commerce, Legal & Compliance, Analytics Partners.

Please note: The Cape Union Mart Group is committed to transformation. Appointments and promotions will be made based on candidates who best meet the requirements for the position. Candidates that enhance the diversity of the team will be given preference, in line with our Employment Equity plan.

Location: Cape Town, Western Cape

Closing Date: 20 February 2024



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