9 Customer Service jobs in Wellington

The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers' requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 45-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Delivering high quality customer service and continually contributing towards a culture of customer service

excellence – being passionate about the customer experience

Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.

Being proactive to urgent/emergency situations in accordance with product/service guidelines.

Providing timely escalation of requests and updating our customers on the progress of resolution.

Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development

Ensuring all service level goals are understood and achieved.

Taking the necessary steps to drive up customer retention.

Following all set Shoprite standards, policies and procedures and providing input when something is not working as well as it should.

Proactively seeking ways to continuously improve the customer experience.

Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).

Supporting other responsibilities that may be assigned from time to time.

Essential

Grade 12 / Matric

Beneficial

Degree/Diploma or Courses in Communications or a related field.

Essential

+5 years' experience in a Customer Services environment or similar role.

Essential

Strong proficiency in Microsoft Office 365, including SharePoint Online

Desired

Experience in a retail / contact centre environment

The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers' requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 45-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Key Responsibilities:

• Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance. Implement a coaching culture that supports professional growth and development.
• Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs). Identify and mitigate operational risks.
• Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge. Encourage empowerment and decision-making within the team.
• Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
• Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition. Drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement: Stay informed about industry trends to drive innovation within the team. Lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery.

Requirements:

• Animal Lover: Must love animals.
• Proven Leadership: Demonstrated ability to lead and develop high-performing teams. Experience in fostering a coaching culture and driving operational excellence.
• Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels.
• Problem-Solving: Exceptional problem-solving skills with the ability to navigate a fast-paced environment.
• Collaboration: Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.
• Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement.
• Customer-Centric: A strong commitment to delivering outstanding customer service.

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Key Responsibilities:

• Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance. Implement a coaching culture that supports professional growth and development.
• Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs). Identify and mitigate operational risks.
• Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge. Encourage empowerment and decision-making within the team.
• Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
• Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition. Drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement: Stay informed about industry trends to drive innovation within the team. Lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery.

Requirements:

• Animal Lover: Must love animals.
• Proven Leadership: Demonstrated ability to lead and develop high-performing teams. Experience in fostering a coaching culture and driving operational excellence.
• Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels.
• Problem-Solving: Exceptional problem-solving skills with the ability to navigate a fast-paced environment.
• Collaboration: Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.
• Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement.
• Customer-Centric: A strong commitment to delivering outstanding customer service.

Let's Write Africa's Story Together
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description
na

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities
Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies
Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education
Matriculation Certificate (Matric)

Closing Date
04 September 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story

Let's Write Africa's Story Together
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description
To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities
Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies
Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education
NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date
01 October 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story

Overview

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

• Product/Service Information Provide advanced product/service information.
• Customer Order Processing Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolving Customer Issues Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
• Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
• Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Personal Capability Building Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

• Consultative Selling
• Customer Complaint Management
• Customer Feedback Management
• Customer-Focused
• Customer Relationship Management (CRM) Software
• Customer Service
• Customer Service Operations
• Customer Understanding
• Data Management
• Digital Consumer Engagement
• Identifying Sales Opportunities
• Probing Questions
• Sales Data Management
• Strengthening Customer Relationships
• Upselling

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

NQF Level 3 & NQF Level 2 - Below school leaving

01 October 2025, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Overview

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

• Product/Service Information: Provide advanced product/service information.
• Customer Order Processing: Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolving Customer Issues: Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
• Customer Relationship Development / Prospecting: Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM): Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification: Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
• Renewals: Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance: Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Personal Capability Building: Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

• Consultative Selling
• Customer Complaint Management
• Customer Feedback Management
• Customer-Focused
• Customer Relationship Management (CRM) Software
• Customer Service
• Customer Service Operations
• Customer Understanding
• Data Management
• Digital Consumer Engagement
• Identifying Sales Opportunities
• Probing Questions
• Sales Data Management
• Strengthening Customer Relationships
• Upselling

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

NQF Level 3 & NQF Level 2 - Below school leaving

01 October 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.