Jobs Near Me: Elevate Customer Service as a Contact Centre Agent at Shoprite – Join a Purpose-Driven Team in Randburg, Gauteng

Shoprite, Africa’s largest and most trusted supermarket retailer, is searching for dynamic, customer-focused professionals to join our high-performance Contact Centre team in Randburg, Gauteng. If you have a passion for solving problems, helping people, and delivering excellent customer experiences, this could be the opportunity you’ve been waiting for.
With over four decades of excellence, Shoprite has grown into a brand that millions of South Africans rely on daily for quality, value, and service. Behind our success is a team of talented professionals committed to putting customers first—and that’s where you come in.

Position: Contact Centre Agent
Location: Randburg, Gauteng, South Africa
Employment Type: Permanent, Full-Time
Closing Date: 14 July 2025
Reference Number: SHO250707-6
Department: Customer Experience & Support

Dailyspark is on Social media platforms for more updates, follow our WhatsApp channel

• Also check: Call Centre Learnership at Standard Bank 

Why This Role Is Crucial – Purpose of the Contact Centre Agent

Jobs Near Me

The Contact Centre Agent plays a key role in ensuring customers receive prompt, accurate, and compassionate support across all our digital and telephonic communication platforms. This includes answering inquiries, resolving complaints, and offering guidance through voice, chat, email, and social media channels.
You will be the first point of contact for many of our valued customers, tasked with ensuring each interaction is seamless and personalized. Your goal is not just to answer questions—but to create memorable experiences that enhance customer loyalty and satisfaction.

This is a fast-paced environment, and you’ll be working in rotating shifts covering 40 hours per week—including weekends and public holidays between 8am and 8pm. Flexibility and resilience are key, as are empathy and enthusiasm for customer support.

Key Responsibilities – What You’ll Be Doing Daily

Jobs Near Me

As a Contact Centre Agent at Shoprite, your responsibilities will include:
Customer Interaction and Resolution
• Handle inbound and outbound customer interactions via voice, email, chat, and social media with professionalism and empathy.

• Drive First Contact Resolution (FCR) by accurately diagnosing issues and resolving them within the first interaction whenever possible.

• Identify issues that require escalation and promptly transfer them to the relevant internal resolution teams.

• Keep the customer informed throughout the resolution process, maintaining transparency and trust.

Service Excellence and Quality
• Deliver accurate, valid, and complete information in line with company standards and operating procedures.

• Update customer service records and system notes for every interaction to ensure consistent service delivery and traceability.

• Maintain knowledge of Shoprite’s product offerings, promotions, loyalty programs, and system processes to serve customers better.

KPI and SLA Adherence
• Consistently meet or exceed Key Performance Indicators (KPIs) such as response time, resolution rate, customer satisfaction score (CSAT), and adherence to shift schedules.

• Support the department’s commitment to Service Level Agreements (SLAs) by effectively managing time, priorities, and workload.

Continuous Improvement & Innovation
• Actively seek opportunities to improve processes and customer journeys, sharing insights and ideas with team leaders.

• Participate in ongoing training and team briefings to stay updated on business goals, system changes, and customer expectations.

• Contribute to a culture of innovation, responsiveness, and accountability.

Qualifications & Education

Jobs Near Me

To succeed in this role, the following qualifications and educational background are required:
• Matric / Grade 12 Certificate – Essential

• Post-matric qualification (NQF Level 4 or higher) in Customer Service, Business Administration, or a related field – Preferred

Experience & Work Background
We’re looking for individuals who bring not only relevant experience but also a customer-first attitude and a growth mindset:
• A minimum of one (1) year experience in a customer service, call centre, or helpdesk environment – Essential

• Proven ability to communicate clearly and professionally in a high-volume setting.

• Experience working in retail or consumer-facing industries is an advantage.

Skills & Tools You’ll Use
This role requires a mix of soft skills and technical competency:
Technical Skills:
• Proficient in Microsoft Office 365, including tools like Outlook, Teams, and Excel – Essential

• Familiarity with contact centre software, CRM systems, and ticketing tools.

Soft Skills:
• Excellent verbal and written communication skills.

• Strong problem-solving and critical-thinking abilities.

• Patience, empathy, and the ability to stay calm under pressure.

• High attention to detail and organizational skills.

• Team-player mindset with a willingness to help others.

What You’ll Gain – Benefits of Working at Shoprite

Jobs Near Me

At Shoprite, we recognize and reward hard work, innovation, and commitment. As part of our team, you’ll benefit from:
• A stable, full-time role with growth potential in one of Africa’s top employers.

• Opportunities for internal promotions, lateral movement, and upskilling.

• Continuous training and development programs to enhance your career.

• A diverse, inclusive, and team-oriented work environment.

• A chance to be part of a company that makes a difference in millions of lives across the continent.

Join a Team That’s Shaping the Future of Customer Experience

Jobs Near Me

At Shoprite, customer satisfaction is more than a goal—it’s our promise. Every day, our contact centre team makes a real impact by ensuring customers feel heard, supported, and valued. If you’re ready to take on a fulfilling challenge in a fast-paced, supportive, and innovative workplace, this is your moment.

Application Process & Deadline

Jobs Near Me

The closing date for applications is 14 July 2025. Don’t miss out on this opportunity to launch or grow your career with one of South Africa’s most recognized brands.
🖱️ Click here to apply now
Please note: Only shortlisted candidates will be contacted. Shoprite reserves the right to close the vacancy early should a suitable candidate be identified.
Shoprite is an equal opportunity employer. We are committed to creating an inclusive and diverse workplace and welcome applications from individuals of all backgrounds, abilities, and experiences.

Dailyspark is on Social media platforms for more updates, follow our WhatsApp channel

Disclaimer: Dailyspark.co.za is not in any way affiliated with any of the recruiters or employers featured in this website and does not recruit or process applications for any organization. Dailyspark is a career portal that helps our readers to get information on various employment opportunities.