Customer Care Representative

Are you a professional, energetic communicator who thrives on delivering exceptional customer experiences in a fast-paced eCommerce environment?

Do you have a knack for resolving customer queries efficiently across multiple channels (phone, email, WhatsApp, and social media) while keeping every interaction professional and solution-focused?

Are you highly organised, calm under pressure, and able to coordinate seamlessly between customers, warehouse, and logistics teams to ensure every order lands perfectly?

Our client, a leading online retailer of premium imported food, beverages, and lifestyle products, is looking for a dedicated Customer Care Representative to join their growing Cape Town team.

This role is central to delivering exceptional end-to-end customer experiences – from first enquiry through to delivery – while working closely with warehouse, logistics, and internal teams in a dynamic, fast-moving eCommerce environment.

Location: Cape Town, South Africa

ESSENTIAL: Previous experience in a Customer Care / Customer Relations role

ESSENTIAL: Strong written and spoken English communication skills

ESSENTIAL: Confident handling high volumes of customer queries across phone, email, WhatsApp and social media

ESSENTIAL: Ability to work under pressure, multitask and meet fast turnaround expectations

ESSENTIAL: Comfortable using email platforms, WhatsApp and online order management systems

ADVANTAGEOUS: Experience in eCommerce, retail, logistics or online order environments

ADVANTAGEOUS: Shopify or courier/logistics system experience

Key Duties & Responsibilities:

• Handling customer queries professionally and efficiently across phone, email, WhatsApp, and social media platforms
• Assisting customers with product information, order assistance, delivery updates, and returns or issue resolution
• Managing and processing customer orders accurately and coordinating with warehouse and operations teams
• Following up on outstanding orders, delivery delays, and customer concerns to ensure prompt resolution
• Maintaining accurate customer records, order notes, and communication logs
• Resolving order discrepancies and operational issues in collaboration with internal departments
• Managing multiple customer queries simultaneously while maintaining high attention to detail
• Ensuring fast response and turnaround times across all customer communications
• Supporting the customer care and operations team during busy trading periods
• Contributing positively to customer satisfaction and overall brand reputation