Shoprite Group Call Centre Vacancies

Listing Reference: SHO250707-6
Listing Status: Active

Company: Shoprite Group
Industry: Retail / Customer Service
Job Category: Customer Service / Contact Centre
Location: Randburg, Gauteng, South Africa
Contract Type: Permanent
Remuneration: Market-related
EE Position: Yes
Closing Date: 14 July 2025

Introduction

Shoprite Group Call Centre Vacancies Are you passionate about delivering exceptional customer service and solving customer queries in a fast-paced environment? Shoprite Group, one of Africa’s leading retail giants, is currently looking for an experienced and dynamic Contact Centre Agent to join their customer-focused team in Randburg, Gauteng. As part of a well-established and reputable organization, this role offers the perfect opportunity for an individual who thrives on interacting with people, values customer satisfaction, and is ready to contribute meaningfully to the brand’s service excellence.

If you’re seeking long-term employment with a company that prioritizes its people, this position offers stability, growth opportunities, and the chance to be part of a respected customer service division operating at the highest standards.

Job Description:

The Contact Centre Agent is responsible for managing inbound and outbound customer interactions across multiple platforms including voice calls, emails, chats, and social media. The successful candidate will deliver efficient, knowledgeable, and friendly service in accordance with Shoprite’s customer service standards and values.

This role involves navigating complex queries, offering immediate resolutions where possible, or escalating issues appropriately for further handling. Given the dynamic nature of the retail industry, the environment is high-paced with a significant volume of customer engagements.

Key responsibilities include:

Handling customer enquiries and complaints across multiple communication channels.
Ensuring quick and effective resolution to customer issues with a strong focus on First Contact Resolution (FCR).
Escalating unresolved interactions to designated teams or resolution owners, while maintaining communication with customers.
Updating and managing customer information on the system with accuracy.
Maintaining adherence to all Shoprite service protocols, policies, and key performance indicators (KPIs).
Striving for continuous improvement in customer satisfaction and operational efficiency.

Working hours are scheduled on a rotational shift basis over a 40-hour workweek, between 08:00 and 20:00, any five days from Monday to Sunday, including public holidays.

Minimum Requirements:

To qualify for this role, candidates must meet the following educational and experience criteria:

Grade 12 / Matric Certificate – Essential
NQF Level 4 or a relevant post-matric qualification – Preferred
At least 1 year of experience in a Customer Service or Contact Centre role – Essential
Technical proficiency in Microsoft Office 365 applications (Word, Excel, Outlook, Teams, etc.)

Role Responsibility:

The successful applicant will be expected to carry out a range of daily functions with professionalism and excellence:

Deliver prompt, accurate, and efficient responses to customer queries.
Support customer interactions across various platforms: telephone, email, live chat, and social media.
Demonstrate sound troubleshooting and problem-solving skills.
Ensure First Contact Resolution by handling queries effectively without the need for escalations.
Escalate complex or unresolved issues to relevant departments while keeping customers informed.
Follow up with customers to ensure issues are resolved and they are satisfied.
Update CRM systems and maintain accurate logs of all customer interactions.
Meet performance targets, including quality assurance, response times, and customer satisfaction ratings.
Follow all internal protocols and uphold Shoprite’s customer service values.

Skills and Attributes:

To succeed in this role, candidates must possess a unique combination of soft skills and technical knowledge:

Customer-focused mindset – Prioritize customer needs and strive to deliver service excellence.
Clear verbal and written communication – Fluent in English and able to explain concepts clearly.
Multitasking ability – Comfortable handling several queries across different platforms simultaneously.
Empathy and patience – Understanding customer frustrations and remaining calm under pressure.
Adaptability – Willing to learn, grow, and adjust to changes in the contact centre environment.
Professional conduct – Represent the brand with integrity, confidentiality, and courtesy.
Tech-savvy – Familiarity with contact centre software and Microsoft Office 365 tools.
Time management – Ability to prioritize tasks and meet deadlines without compromising quality.
Team player – Works well in a collaborative team environment.

Why Join Shoprite?

Shoprite is more than a retail brand — it’s a career destination for ambitious individuals who want to be part of something bigger. By joining Shoprite’s Customer Contact Centre, you will benefit from:

Stable permanent employment with South Africa’s largest retail group.
Exposure to innovative customer engagement technologies.
An inclusive and diverse workplace culture.
Opportunity for career growth within the wider Shoprite Group.
A structured environment with performance coaching and mentorship.
Access to training programs and ongoing professional development.

How to Apply?

Interested and qualified candidates must submit their application before the closing date: 14 July 2025. Ensure your CV is up-to-date and highlights your experience in customer service and technical skills related to contact centre operations.

Documents Required:

Updated Curriculum Vitae (CV)
Certified copies of relevant qualifications
Valid ID document.

Applications should be submitted via Shoprite’s official careers platform or through the designated recruitment channels as advertised.

Conclusion

If you are customer-oriented, technologically competent, and excited about building a career with South Africa’s leading retail group, the Contact Centre Agent position at Shoprite in Randburg is a perfect fit. With opportunities for professional development, stability, and a vibrant team environment, this role promises both challenge and reward.

Act now — apply before 14 July 2025 — and take the next step in your customer service career with Shoprite!

Apply here