Seasonal Customer Service Operations Agent ( 4 Month Fixed-Term)

About You

• Our biggest trading season is just around the corner, and we're looking for additional Customer Service Operations Agents to join us on a 4-month fixed-term contract. During this busy period, you'll play a key role in helping us deliver exceptional customer experiences by supporting critical operational processes, resolving customer queries, and working closely with teams across the business.
• This job is for you if you enjoy solving problems, keeping processes running smoothly, and ensuring customers receive fast, clear, and accurate resolutions. You'll be handling everything from refunds and supplier delays to payment issues and live deal incidents, so staying calm under pressure is a must. You're proactive, adaptable and comfortable jumping between systems, departments and the occasional "how did this even happen?" moment.

Responsibilities

• Completion of daily tasks such as creating reorders, capturing POPs and processing refunds
• Conduct fraud checks and manage fraud profiles
• Liaise closely with the broader Customer Service team and other departments, such as Procurement and Finance
• Send timely mass communication updates to customers and resolve the resulting customer queries
• Populate all relevant information across platforms / documentation / sheets as required
• Deliver exceptional customer service, resulting in the best course of action for the customer, obtained within the best possible resolution time
• Identify trends, recurring issues, and process improvement opportunities
• Escalate operational risks
• Follow existing SOPs, as well as absorb and apply updates to processes
• Consistently maintain SLA, KPI and performance requirements
• Assist and perform ad-hoc duties in accordance with business needs

Experience and Qualifications

• Excellent computer literacy with the ability to quickly learn new software
• Matric/Grade 12 minimum
• 2+ Years of customer service experience
• Experience in a customer service ticketing system Zendesk, Freshdesk,
• G-Suites and Zapier would be advantageous
• Highly adaptable team player who takes initiative and is self-motivated
• Your attention to detail and accuracy is unmatched
• Your typing skills are off the charts and typing errors are non-existent
• You thrive under pressure and enjoy that no working day is exactly the same
• Reliable team member with excellent time management skills
• Ability to multitask, organise, and prioritise work
• Your phone etiquette is impeccable, along with your verbal, written, and interpersonal skills
• Ability to work independently and in a team environment

Values

• Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
• Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
• Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
• Customer Obsessed: We listen actively, care deeply, and go the extra mile to resolve issues and create great experiences.
• Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.