Customer Support Specialist

Reference Number: SHO260304-1
Closing Date: 12 March 2026
Job Type: Permanent
Location: Brackenfell, Cape Town, Western Cape, South Africa
Category: Customer Service / Finance

Job Purpose

The Customer Support Specialist (Shoprite Send) provides support for customer registrations, general customer queries, and store-related queries. The role ensures excellent customer service by resolving issues efficiently, managing escalated incidents, and advocating for customers throughout the resolution process.

The position also collaborates with the broader Shoprite Send team to support product improvements and enhance customer experience. Flexibility to work weekends is required.

Key Responsibilities

Customer Support & Query Management

• Onboard customers and assist with registration and application approvals.

• Handle customer queries, store queries, and account-related enquiries.

• Investigate and resolve payment and account-related issues.

• Provide feedback to customers, call centres, and management teams.

Escalation & Issue Resolution

• Take ownership of escalated incidents and monitor progress.

• Communicate updates to customers during the resolution process.

• Advocate for customers and ensure a positive service experience.

Process Improvement

• Analyse query handling processes and identify improvements.

• Develop policies, procedures, and best practice guides.

• Work with support teams to improve service delivery.

Collaboration & Product Support

• Collaborate with Computicket Support and Shoprite Customer Careline teams.

• Assist with communication during new feature releases.

• Maintain strong knowledge of Shoprite Send products and vendor services.

Customer Experience

• Act as the Voice of the Customer, identifying trends and areas for improvement.

• Suggest innovative solutions to enhance customer satisfaction.

Minimum Requirements

Qualifications

• Matric / Grade 12 Certificate (Essential)

Experience

• Minimum 1 year experience in Customer Service, Account Management Support, or similar role.

• Experience supporting financial products or services is advantageous.

Knowledge & Skills

Essential:

• Proficiency in web technologies and internet systems

• Experience handling and resolving escalated customer issues

• Strong Microsoft Office skills (especially Excel)

Desired:

• Strong conflict resolution and problem-solving skills

• Excellent customer handling and communication skills

• Focus on delivering a high-quality customer experience