Customer Service Agent

Job Title: Customer Service Agent

Location: South Africa

Working Schedule: Sunday - Thursday 9am - 6pm UK time | 10am - 7pm SAST

Working Pattern: Fully remote in South Africa

Reporting Manager: Customer Experience Lead

Salary: Up to R18,000 gross per month

About our client

Our client makes delicious, nutritionally balanced frozen meals for busy people who want to eat well without the hassle. They care deeply about their customers and the experience they give them. Customer Experience is a core part of their brand, not a support afterthought.

The Role

Our client is looking for a full time Customer Experience Operative to be on the front line of their customer conversations. You’ll be answering queries, solving problems, and speaking directly to customers who care about their food, deliveries, and subscriptions.

You’ll spend your day across WhatsApp, Gorgias, and the phone, moving quickly, staying organised, and making customers feel genuinely looked after.

This role is perfect for someone who loves people, communicates clearly, and takes pride in being efficient and reliable.

What You’ll Be Doing

• Responding to customer queries via WhatsApp and Gorgias in a friendly, calm, and helpful way
• Handling inbound phone calls and confidently speaking to customers to resolve issues
• Managing order, delivery, and subscription questions using Shopify and Skio
• Tracking and updating customer cases using Google Sheets and Notion
• Investigating delivery issues via the DPD portal and communicating outcomes clearly to customers
• Spotting patterns in customer issues and flagging them to the wider team
• Keeping responses accurate, on brand, and timely even during busy periods

Tools You’ll Use

• Gorgias
• WhatsApp
• Slack
• Shopify
• Skio
• Google Sheets
• DPD portal
• Notion

You don’t need to have used every tool before, but you do need to be confident picking up new systems quickly.

What We’re Looking For

• Based in South Africa and available full time
• Native written and spoken English
• Genuinely empathetic and great with people
• Ruthlessly efficient and well organised
• Comfortable juggling multiple conversations and tasks at once
• Detail focused and process driven
• Proactive, reliable, and takes ownership of problems
• Experience in customer support, CX, or a similar role is a strong plus

What Success Looks Like

• Customers feel heard, supported, and looked after
• Queries are resolved quickly and accurately
• Internal tools and trackers are kept clean and up to date
• Fewer repeat issues thanks to clear communication and good judgement

Why Join our client

• Be part of a fast growing, customer obsessed food brand
• Work remotely with a supportive and ambitious team
• Have real ownership and impact on the customer experience
• Help shape how they do CX as they scale