Senior CSR – Retail & eCommerce SA

Location: Durban, South Africa Employment Type: Full-time

Sky High Global is a leading contact center in Durban, South Africa, specializing in retail and eCommerce inbound customer service solutions. We partner with renowned brands to deliver exceptional customer experiences through seamless communication and professional service. At Sky High Global, we believe in empowering our employees to excel in a dynamic, supportive, and growth-focused environment.

We are looking for a seasoned Customer Service Representative with a minimum of 5 years of experience in the customer service or contact center industry. The successful candidate will handle inbound customer inquiries related to retail and eCommerce, providing tailored solutions to ensure customer satisfaction and loyalty.

• Manage inbound customer interactions via phone, email, and chat with professionalism and efficiency.
• Provide outstanding support for retail and eCommerce customers, including assistance with orders, product inquiries, returns, refunds, and troubleshooting.
• Maintain up-to-date knowledge of the company’s retail and eCommerce products, services, and processes.
• Accurately record and document customer interactions in the CRM system.
• Resolve customer concerns promptly, ensuring a positive resolution and exceptional customer experience.
• Work collaboratively with team members to meet performance targets and ensure customer satisfaction.
• Identify opportunities to improve processes and elevate complex issues to supervisors when necessary.

• 5+ years of experience in customer service, preferably within a contact center specializing in retail or eCommerce services.
• Strong verbal and written communication skills in English.
• Proven ability to handle high volumes of inquiries while maintaining accuracy and professionalism.
• Proficiency in CRM systems and customer service software.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced, goal-oriented environment.

• Familiarity with retail and eCommerce platforms or order management systems.
• Additional language proficiency is an asset.
• Experience in handling escalations or mentoring team members is advantageous.
• Knowledge of contact center performance metrics and tools.

• Competitive compensation and benefits package.
• Opportunity to work with top brands in the retail and eCommerce industries.
• Supportive, inclusive, and growth-oriented work culture.
• Modern office space located in the vibrant city of Durban.

If you’re a customer service professional with a passion for delivering exceptional experiences and have the expertise to thrive in the retail and eCommerce sector, we’d love to hear from you! Submit your CV and cover letter to [insert application email or link] with the subject line "Customer Service Representative - [Your Name]."