The Shoprite Group of Companies, one of South Africa’s largest and most respected retail groups, is inviting applications for the position of Customer Service Agent (Ref: SHO250911-1) in Brackenfell, Cape Town, Western Cape. This permanent opportunity is ideal for candidates passionate about customer care and service excellence. The role requires a 45-hour work week scheduled across five days (Monday to Sunday, including public holidays) as part of a shift-based system.
Shoprite Customer Service Agent
A Customer Service Agent at Shoprite is responsible for managing customer interactions, resolving queries, and ensuring that every customer receives efficient, accurate, and professional service. The role plays a critical part in improving customer satisfaction, building loyalty, and maintaining Shoprite’s strong reputation for service excellence.
Job About
This role places employees at the frontline of customer support, dealing with calls, complaints, and product-related queries. Customer Service Agents ensure timely resolutions, provide accurate product knowledge, and contribute to the company’s mission of delivering consistent and professional service across all retail operations.
Why Choose this company?
- Join one of Africa’s largest and most reputable retail companies
- Permanent employment with a market-related salary
- Opportunities for professional growth and career advancement
- Be part of a customer-first culture with service excellence at its core
- Exposure to a dynamic retail and contact centre environment
Available jobs
Job Position: Customer Service Agent – Job Type: Permanent (Brackenfell, Cape Town, Western Cape)
Qualification:
- Grade 12 / Matric qualification (essential)
- Degree, Diploma, or Communications-related course (beneficial)
Experience:
- Minimum 5 years’ experience in Customer Services or similar role (essential)
- Retail or contact centre experience (beneficial)
- Proficiency in Microsoft Office 365, including SharePoint Online
Key Performance Areas
- Deliver outstanding customer service while promoting a culture of service excellence
- Manage incoming calls and communicate clearly with customers
- Provide accurate information about Shoprite products, services, and policies
- Resolve queries efficiently and escalate complex issues when required
- Update customers regularly on query progress and resolutions
- Proactively respond to emergencies in line with service standards
- Meet and exceed service level agreements and performance targets
- Suggest improvements to enhance the customer experience
- Support team members with knowledge transfer and collaboration
- Stay updated on Shoprite’s campaigns, performance goals, and processes
How to Apply
- Applications must be submitted online through the Shoprite official careers portal
- Complete all required fields with accurate personal information
- Upload an updated CV and supporting documents
- Applications must be submitted before the closing date: 12 October 2025
- Only shortlisted candidates will be contacted for further recruitment processes
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