Company: Shoprite Group of Companies
Location: Brackenfell, Cape Town, Western Cape, South Africa
Remuneration: Market-related
Closing Date: 12 October 2025

Introduction

Shoprite Group of Companies, one of South Africa’s largest and most respected retail groups, is hiring a Customer Service Agent (SHO250911-1) in Brackenfell, Cape Town. This permanent role is an exciting opportunity for individuals who are passionate about customer care and service excellence. The successful candidate will play a vital part in creating exceptional customer experiences by providing accurate information, resolving issues efficiently, and ensuring that all customer concerns are addressed with urgency and professionalism.

This role operates on a 45-hour work week, scheduled across any five days (Monday to Sunday, including public holidays) in alignment with shift work requirements.

What is a Shoprite Customer Service Agent 2025?

A Shoprite Customer Service Agent is a frontline representative responsible for managing customer interactions, answering queries, and resolving product or service issues. The role is crucial in ensuring high customer satisfaction, retention, and loyalty while contributing to Shoprite’s mission of delivering consistent service excellence.

Customer Service Agents work within a team environment, proactively managing calls, providing accurate product knowledge, escalating requests when necessary, and ensuring that customer expectations are met.

Minimum Requirements (Shoprite Customer Service Agent)

To be considered for this position, candidates must meet the following:

• Essential
  • Grade 12 / Matric qualification
  • Minimum of 5 years’ experience in a Customer Services environment or a similar role
  • Proficiency in Microsoft Office 365, including SharePoint Online
• Beneficial
  • Degree, Diploma, or courses in Communications or a related field
  • Experience working in a retail or contact centre environment

Role Responsibility

The responsibilities of a Customer Service Agent at Shoprite include:

• Delivering outstanding customer service and contributing to a culture of service excellence
• Managing incoming calls and communicating clearly with customers
• Providing accurate information about products, services, and policies
• Resolving customer problems and escalating urgent or complex issues when needed
• Updating customers on progress regarding queries or complaints
• Proactively responding to emergencies in line with service guidelines
• Meeting and exceeding service level goals
• Taking steps to improve customer retention
• Following Shoprite’s policies, standards, and procedures
• Identifying and suggesting improvements to enhance the customer experience
• Assisting teammates where possible, such as helping with knowledge transfer or language barriers
• Remaining updated on Shoprite’s performance requirements, products, campaigns, and processes

Skills and Attributes (Shoprite Customer Service Agent 2025)

Candidates applying for this role should possess the following skills and attributes:

• Strong communication and interpersonal skills
• Excellent problem-solving abilities
• Ability to manage time effectively and work within deadlines
• Attention to detail with a focus on accuracy
• Proactive and adaptable in dynamic environments
• Team-oriented mindset with willingness to support colleagues
• Strong proficiency in Microsoft Office 365
• A customer-first attitude with passion for delivering service excellence

Apply Shoprite Customer Service Agent 2025