ROLE OVERVIEW

As a Customer Experience Agent, you are the human face of our brand, the first voice customers hear when they need help. You will bring active listening, genuine empathy and sharp investigating and problem solving skills  to every interaction, resolving queries and complaints swiftly across multiple channels. Whether it is a quick question or a complex issue, you will turn every interaction into a positive experience.

This role operates on a rotational shift basis, including weekends and public holidays, within our standard operational hours of 8am - 8pm.

DUTIES/ RESPONSIBILITIES

• Complaint Resolution & Escalation: Act as the dedicated escalation point for complex, unresolved customer complaints across all channels (phone, chat, email, social media).
• Omnichannel Management: Monitor and prioritize customer issues on multiple digital and voice platforms, ensuring service consistency.
• Full Case Ownership: Independently manage end-to-end complaint resolution, liaising with internal teams (store operations, QA) for a satisfactory customer outcome
• De-escalation & Follow-up: Proactively follow up on open cases within SLAs and utilize advanced de-escalation skills to handle highly dissatisfied customers.
• Process Improvement: Identify and report recurring service gaps to management.
• Call Segmentation & Efficiency:Providing information on all Hungry Lion products, specials, store locations, trading hours etc.
• Answer and direct all Head Office calls accurately
• Actively identify Head Office vs Store calls to reduce number of store destined calls
• Ensuring that calls are transferred to the department or staff member as per laid down processes
• Complaint Documentation: Record all complaints on the CRM tool
• Digital Channel Management: Handle incoming live conversation on all channels within SLA

REQUIREMENTS

• Grade 12
• Must have at least 6 months - 1 years’ experience in a call centre environment or similar environment
• Must be willing to work flexible hours over weekends and public holidays
• Must have your own reliable transport to travel to and from Kraaifontein Industria. The shift rotation is scheduled between the hours of 8 am and 6 pm (the earliest you can start is 8 am, and the latest you can knock off is at 6 pm)
• Must be willing to travel to our Head Office in Stellenbosch for 2 weeks of training

COMPETENCIES

• Excellent customer service, verbal communication, phone skills, and a high level of professionalism
• Must be able to demonstrate a customer-centric approach
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for problem-solving promptly
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Great active listening skills
• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Tech savvy
• Multitasking