Customer Service – Electronics wholesaler (Western Cape) Full Time

2025-06-19
Join one of the UK’s fastest-growing success stories in the LED lighting industry!

Our client has built a thriving business by combining great products with even greater people. Their founders firmly believe that success comes from assembling a team of enthusiastic, hard-working individuals who love what they do — and are rewarded with excellent salaries and benefits in return. Now, they’re bringing this winning formula to their brand-new Cape Town office and are looking for talented people to join the journey.

While plenty of companies sell LED lights online, this business sets itself apart by making the process easy, efficient, and reliable. Their secret? A fast and user-friendly website, products that are always in stock, clear and detailed information, and speedy, accurate delivery. Above all, they believe in handling every customer query with professionalism and a commitment to getting it right the first time.

By delivering a seamless experience every step of the way, they aim to become the first — and only — place customers think of when they need LED lighting.

Responsibilities:

Working with the UK team (based in Manchester)

• Take calls and answer queries
• Deal with parcel redirects
• Missing items
• Deal with returns
• Answer queries on stock availability and similar
• Customer Support & Communication
• Respond promptly and professionally to incoming customer calls, emails, and online inquiries in collaboration with the UK-based team
• Provide accurate information regarding products, stock availability, and order status
• Resolve customer concerns including parcel redirects, missing items, and return requests with efficiency and a customer-first attitude
• Maintain a friendly, helpful, and solution-oriented communication style to create a positive customer experience
• Order & Delivery Issue Resolution
• Investigate and resolve issues related to deliveries, including tracking, redirection, and replacement of missing or incorrect items
• Process returns in accordance with company policies and ensure timely updates to customers
• Operational Excellence
• Follow internal processes to ensure responses and resolutions are carried out right the first time, minimizing follow-up queries and errors
• Keep detailed and accurate records of customer interactions and transactions in CRM or other systems.
• Collaboration & Growth
• Work closely with the UK team (Manchester-based) to ensure consistency in service quality across locations
• Contribute ideas and feedback to improve customer service processes and website usability based on customer interactions
• Show a proactive attitude with a willingness to take on additional responsibilities as the Cape Town office grows
• Product Knowledge
• Develop a strong understanding of product range, including technical specifications and applications, to assist customers knowledgeably
• Stay updated on new product offerings, website updates, and changes in procedures or policies

Minimum Requirements

• Matric certificate (Grade 12) or equivalent; post-school qualification in customer service, administration, or related field is advantageous
• Numeracy skills required with regards to VAT calculations
• English first language, excellent verbal and written communication skills in English
• Minimum of 1–3 years experience in a customer service or support role, preferably in an e-commerce or retail environment
• Proficient in Microsoft Office (Outlook, Word, Excel) and able to quickly learn customer service software or CRM systems
• Strong accuracy and attention to detail in both communication and data entry
• Ability to think on your feet and resolve issues independently while maintaining professionalism
• Passion for providing exceptional service and going the extra mile to ensure customer satisfaction
• Ability to manage multiple tasks efficiently and meet deadlines
• Reliable, punctual, and committed to delivering high-quality work
• Comfortable working with remote teams and collaborating across locations
• Willingness to work UK business hours (due to time zone differences)