Job Description

Pepkor Vacancies – Customer Services Agent

Customer Services Agent

Company: Pepkor Vacancies

About the Program:
We are seeking a motivated Customer Services Agent to manage, resolve, or escalate customer queries and complaints through inbound and outbound voice channels, ensuring a professional and customer-focused experience.

Key Responsibilities:

Query Handling

• Handle a variety of customer queries and complaints via inbound and outbound communication channels
• Provide accurate account, product, or service information aligned with Standard Operating Procedures (SOPs)
• Escalate relevant queries to appropriate stakeholders for resolution
• Capture correct dispositions based on the nature of the query or complaint
• Deliver professional customer experiences that ensure satisfaction
• Complete administrative tasks related to customer account management accurately

Service Level

• Resolve queries in line with departmental standards, Service Levels, and SOPs
• Escalate potential crisis situations to Management promptly
• Action all queries efficiently, professionally, and within required timeframes to maintain positive customer experiences

Quality Assurance

• Ensure outputs meet departmental Quality Assurance standards and targets
• Adhere to SOPs and departmental templates where relevant

Adherence

• Follow workforce schedule including start/end times, lunch, and break periods
• Comply with Company Policies and Procedures, including Absence Management, House Rules, and Disciplinary Policy
• Perform ad hoc tasks as required

Job Requirements:

Experience

• Minimum 1 year in Customer Service or Contact Centre environment
• Typing speed of at least 35 words per minute with 95% accuracy

Qualification

• Grade 12 or NQF Level 4

Functional Knowledge and Skills

• Experience or knowledge of retail account assistance services advantageous
• Strong verbal and written communication skills
• High problem-solving ability and capacity to work under pressure
• Ability to demonstrate empathy and handle customers sensitively
• Flexible with strong adaptability skills
• Strong interpersonal skills and teamwork experience
• Effective time and self-management, with ability to multitask, organise, and prioritise
• Knowledge of contact centre and customer support functions/services

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