Customer Care Agent (General)

Not all customer care looks the same. This role sits at the intersection of inbound queries, outbound follow-ups, digital channel management, and complaint resolution. What You Will Do: • Manage inbound and outbound customer contact across voice, email, chat, and social channels • Resolve product queries, order issues, delivery complaints, billing disputes, and escalations • Own each interaction from first contact through to confirmed resolution • Process refunds, replacements, credits, and account amendments within authority • Log all interactions fully and accurately in the CRM system • Meet SLA response time targets across all channels managed • Maintain CPA, POPIA, and TCF compliance in all communications What You Bring: • Matric / Grade 12 (essential) • Minimum 1 year customer care experience — multi-channel strongly preferred • Strong written English — you will compose professional email responses assessed by QA • Above-average attention to detail Advantageous: Experience on Salesforce, Freshdesk, or Zendesk; social media customer service; Certificate in Customer Service NQF Level 4 What We Offer: • R8,500 – R11,000 per month (negotiable based on experience) • Monthly performance bonus based on CSAT and FCR scores • Multi-channel skills training and certification programme • ShiftMate Verified Assessment required — BPO Layer 1 Screener + Layer 2 Customer Care Knowledge Verification