We're looking for a proactive, solutions-driven individual who thrives in a fast-paced environment. You'll coordinate daily customer service operations, ensure queries are resolved efficiently and to a high standard. You will need to manage escalations, monitor performance and turn customer feedback into meaningful improvements that enhance the overall experience.

KEY RESPONSIBILITIES:

Customer query management & resolution:

• Handle customer queries across all channels in line with Ackermans’ service standards

• Ensure accurate and efficient resolution of customer queries, aiming for first contact resolution

• Maintain professional, empathetic, and brand-aligned communication in all interactions

Escalation handling & resolution:

• Manage and support resolution of escalated or complex customer queries

• Ensure all escalations are logged with complete and accurate information

• Follow up on escalated cases to ensure resolution within defined timelines

Customer experience & Voice of Customer (VOC) support:

• Monitor customer feedback and ensure low-rated interactions are addressed appropriately

• Support VOC initiatives by identifying recurring issues and customer pain points

Performance monitoring & continuous improvement

• Identify recurring customer issues and highlight trends to Customer Care Specialist

• Support implementation of process improvements to enhance service delivery

Stakeholder & supplier coordination

• Liaise with internal teams (e.g. stores, logistics, merchandise) to resolve customer queries

• Engage with external service providers where required to ensure timely resolution

• Ensure alignment and communication across all stakeholders involved in customer care

EXPERIENCE REQUIRED:

Essential:

A minimum of 1-2 years’ experience in a customer service or contact centre environment.

Preferred:

• Experience gained in a retail or value retail environment

• A working knowledge of the latest MS packages (Word, Excel, Power Point & Outlook) is an important requirement

• Experience with CRM or customer service platforms

KNOWLEDGE REQUIRED:

• Knowledge of customer service principles and/or customer experience (CX)

• Knowledge of contact centre operations, including service level agreements (SLAs), first contact resolution (FCR), and response time management

• Knowledge of customer service channels i.e. contact centre, email, social media, and in-store escalations

• Knowledge of escalation handling processes

• Knowledge of Voice of Customer (VOC) programmes and customer feedback mechanisms

SKILLS REQUIRED:

• Strong problem-solving skills

• Excellent written and verbal communication skills

• Customer handling and conflict resolution skills

• Analytical thinking and the ability to identify trends and patterns

• Time-management

• The ability to:

o Manage multiple customer queries, tasks, and priorities effectively

o Be adaptable to changing processes, systems, and customer needs

o Build and maintain relationships with internal teams and external service providers

o Handle sensitive customer information with a high level of integrity and confidentiality

o Remain calm and professional when dealing with challenging customer situations

o Contribute to and integrate with the bigger marketing team & other stakeholders

QUALIFICATIONS REQUIRED:

Essential:

Matric / Grade 12

Preferred:

Diploma / Certification in relevant marketing study stream