Pepkor Lifestyle is looking for a proactive and customer-focused individual to join our Customer Resolution Centre team in a Service Center Administration role. This position is central to delivering a seamless and professional customer experience across multiple communication channels. You will act as the first point of contact for customers, addressing inquiries, resolving issues, and ensuring that each interaction supports a positive brand image.

The ideal candidate should have strong communication skills, a solution-driven mindset, and the ability to handle customer queries effectively in a high-pressure environment. Experience in a retail customer service setting and an understanding of relevant systems and processes will be beneficial.

Responsibilities

• Manage, resolve, and escalate customer queries across all communication platforms

• Maintain a high level of professionalism and customer focus in all interactions

• Ensure queries are responded to within set turnaround times

• Apply knowledge of the Consumer Protection Act and internal policies in query resolution

• Work collaboratively with internal departments to ensure accurate query handling

• Monitor CRM systems and ensure accurate record keeping

• Maintain up-to-date knowledge of products, services, and systems

Minimum Requirements

• Grade 12 (Matric)

• At least one year of experience in a Customer Resolution Centre or Customer Service role

• Tertiary qualification is advantageous

• Computer literacy and familiarity with customer service software

Skills Required

• Excellent verbal and written communication

• Strong interpersonal and active listening skills

• Resilience and ability to multitask under pressure

• Effective time management and planning skills

• Conflict resolution capabilities and customer empathy

• Ability to work in a fast-paced, high call volume environment

Behaviours and Attributes

• High energy and a customer-first attitude

• Problem-solving and decision-making mindset

• Assertiveness and ability to follow procedures

• Attention to detail and excellence in task execution

• Collaborative and team-focused approach