Customer Service Agent

SUMMARY:
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POSITION INFO:

About the Company

Carrol Boyes is an iconic South African brand, merging art and homeware to create functional art. As a leading homeware brand, we bring luxury into every room of the home, creating memorable moments in the everyday lives of people both nationally and internationally.

About the Role:
Be the human connection behind every beautiful purchase. As a Customer Service Agent, you’ll be the first point of contact for customers—offering warm, efficient, and solution-oriented assistance across platforms like email, live chat, and phone. This role is ideal for someone who is passionate about people, detail-oriented, and able to remain calm under pressure while representing a high-end lifestyle brand.

Key Responsibilities:

• Handle customer inquiries regarding orders, deliveries, returns, and product details.
• Ensure that all customer interactions are professional, courteous, and aligned with the brand’s tone.
• Log customer interactions in CRM software and follow up on unresolved issues.
• Coordinate with logistics, warehouse, and eCommerce teams to resolve service challenges.
• Escalate complex issues appropriately and provide proactive updates to customers.

Minimum Requirements:

• Grade 12; diploma in customer service or business admin is a plus.
• 2+ years of experience in a customer service environment, preferably in retail or e-commerce.
• Excellent written and verbal communication skills.
• Experience with CRM or ticketing systems like Zendesk or Freshdesk is advantageous.
• A calm, empathetic, and solution-focused personality.