Role Summary
The Customer Service Advisor is responsible for resolving customer queries across multiple channels (phone, email, and digital) for FMCG brands. The role requires delivering accurate product and service information, providing exceptional customer experiences, and building strong customer relationships. The Advisor will ensure that each customer interaction supports business objectives while maintaining high levels of satisfaction and trust.
If youre ready to belong to an open mindset work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how youll shine!
Qualifications
- Minimum: Grade 12 or equivalent NQF level 4
- Advantageous: Diploma or Degree in Business Administration, Customer Service, Communications, or a related field.
- Minimum: 1 to 2 years experience in customer service, preferably within a contact centre
- Preferred: Social Media or Digital Customer Service experience within a corporate
- Basic to intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Exceptional written and verbal communication skills (English).
- Knowledge of handling case management systems and CRM tools.
Operational:
- Manage all customer queries appropriately.
- Capture, manage, and document all consumer interactions accurately, ensuring resolution within defined turnaround times.
- Provide and maintain an exceptional customer experience through professional, empathetic, and effective service, acting as an ambassador.
- Take responsibility for each call, ensuring advice is always given in the customers best interest and enhancing customer delight.
- Respond to and manage complaints, including serious or sensitive ones.
- Deal effectively with difficult queries and customers, avoiding formal complaints.
- Report issues and variances affecting customer queries to management and other departments, escalating unresolved queries appropriately.
- Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks.
- Follow company processes accurately to ensure quality of service delivery.
- Validate claims and issue e-vouchers.
- Collaborate with external courier services to resolve logistics-related issues and support sample handling.
- Reach performance targets consistently relating to productivity, adherence, turnaround time, and quality.
- Comply with regulatory standards and internal policies at all times
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical insurance, TSA risk benefit, and long service awards.
Job Category: Customer Service Advisor
Job Type: Fixed Term
Job Location: Cape Town
