Shoprite Checkers Is Hiring: Contact Centre Agent
Closing Date: 2025/07/14
Reference Number: SHO250707-6
Job Title: Contact Centre Agent
Job Type: Permanent
Location – Country South Africa
Location – Province Gauteng
Location – Town or City Randburg, Gauteng
Purpose of the Job
The purpose of the Contact Centre Agent is to provide efficient customer support for all inbound and outbound customer interactions within available contact centre channels in a timely, friendly, knowledgeable, and professional manner. This involves providing a personalized service to customer needs by evaluating client queries and complaints to accurately guide them towards a solution or escalate the incidents concerned for further resolution. This role operates within a fast-paced and dynamic environment with reasonably large volumes of customer interactions. Working hours are a 40-hour work week, scheduled any five days from Monday to Sunday (shift work 8am -8pm) including public holidays.
Job Advert Details
Job Category Customer Service
Job Objectives
Support customer interactions across various channels (including voice, email, chat, social media, etc.).
Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
Responsible to continually contribute towards a culture of excellence and innovation.
Own and manage all non-FCR interactions by escalating it to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer.
Remains knowledgeable of performance requirements, brands, products, programmes and process documentation.
Ensure necessary systems are updated accordingly.
Provide accurate, valid, and complete information to customers.
Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets.
Take the necessary steps to drive up customer retention.
Ensure all set Shoprite standards, policies and procedures are followed.
Proactively seek ways to continuously improve the customer experience.
Qualifications
Grade 12 / Matric – (essential).
NQF level 4, Post matric qualification – (preferred).
Experience
+1 years in a Customer Service environment in a similar role, with the ability, knowledge and skills in providing excellent customer service support – (essential).
Knowledge and Skills
Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).
HOW TO APPLY
ONLINE APPLICATION
Policy
Our Group is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.
We are committed to Employment Equity when recruiting internally and externally.
Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.
If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.