Customer Solutions Agent

Basic Information

Department: Sales

Vacancies: 1

Location: Johannesburg

Contact Information

Contact Person: Oratile Tlhoaele

Contact Email: Sign in to view email

Contact Phone: 0114579900

Dates

Date Circulated: 22 Jul 2026

Closing Date: 29 Jul 2026

Minimum Skills and Knowledge Required

• Grade 12 or equivalent
• National Diploma/Certification in Customer Service/ Business or Administration (advantageous)
• Minimum 2 years’ experience in a customer facing or issue resolution role
• Background in a promotions/branding environment or a similar environment(advantageous)
• Strong written and verbal communication in English
• Proficiency in administrative and computer literacy (MS Office & CRM systems)
• Understanding of order processing and branding cycles is advantageous
• Experience using Microsoft Dynamics or similar case management system(advantageous)

Behavioural Dimensions Required

• Resolves conflict calmly and constructively
• Empathetic in all interactions
• Attention to detail
• Professionalism
• Communicates clearly and calmly under pressure
• Accountability
• Time management
• Strong collaboration and internal relationship-building
• Solutions-orientated mindse
• Proactive problem-solving

Brief Description of Key Performance Area

• Resolve client queries swiftly and thoroughly, from first contact to final follow-up
• Track and meet deadlines for response, resolution, and closure
• Demonstrates a consistent solution-focused mindset when handling client issues, actively seeking practical resolutions within expected timeframes
• Escalate proactively and apply internal pressure where needed
• Maintain full visibility and ownership of the issue until resolved
• Consistently meets or exceeds the minimum required SLA compliance percentage.
• Balance urgency with accuracy, ensuring issues are not rushed at the cost of resolution quality.
• Write clear, grammatically correct, and complete email responses
• Tailor communication with empathy and personalization
• Pull and interpret WMS and Amtrack information confidently
• Contribute to SOP improvement by raising recurring queries or inefficiencies
• Apply past learnings and data (e.g., recurring errors) to prevent repeat issues
• Respect internal and external colleagues through professional and courteous behaviour
• Support and share knowledge with peers to uplift team performance
• Maintain accurate and complete records to support data analysis and reporting.
• Ensure all cases are regularly updated and reflect accurate, relevant information in Dynamics.
• Maintain your dashboard consistently and follow up according to the prescribed SOP timelines.
• Adhere to all SOPs, ensuring consistency and quality in case handling
• Participate in team meetings, training and feedback sessions with a constructive and engaged approach

Additional Information