Purpose:

The Customer Service Representative will be responsible of serving as the first point of contact for customers, ensuring a seamless and positive customer experience across various channels. The role involves managing customer inquiries, resolving issues, and facilitating smooth interactions between the company, customers, and various internal and external stakeholders. This position is key to maintaining customer satisfaction and loyalty.

Key responsibilities:

Manage Zendesk and Service Tickets:

• Oversee and resolve incoming customer service inquiries via Zendesk, ensuring efficient and timely responses to tickets.
• Track and prioritize tickets, maintaining accurate records of interactions and resolutions to improve response times and customer satisfaction.

Manage Online Returns, Exchanges, and Refunds:

• Handle the end-to-end process for customer returns, exchanges, and refunds, ensuring policies are followed and customer concerns are addressed swiftly.
• Coordinate with logistics and warehouse teams to manage the return of goods and ensure timely refunds or replacements.

Customer and Partner Liaison:

• Act as the primary point of contact for customers, service providers, and logistics partners, ensuring smooth communication and problem-solving.
• Build strong, positive relationships with all stakeholders, ensuring expectations are managed and met.

Customer Query Escalation:

• Responsible for identifying, escalating, and resolving complex customer issues that require special attention.
• Collaborate with internal teams to expedite the resolution of critical cases and communicate effectively with customers throughout the process.

Stakeholder Relationship Management:

• Maintain strong working relationships with internal teams (sales, marketing, logistics) and external partners (suppliers, courier services), ensuring seamless communication.
• Continuously improve service delivery by collecting feedback and acting on suggestions from both internal and external stakeholders.

Assist Customers with Online Profiles and Shopping Experience:

• Guide customers through the process of creating online profiles and navigating the e-commerce platform.
• Provide proactive support during the online shopping experience, addressing any concerns, and ensuring a smooth checkout process.

Skills:

• Knowledge of Shopify, Dear, ZenDesk.
• Microsoft Excel proficient.
• Computer literate.
• Well versed in English.

Experience:

• Minimum of 2 years’ experience as a full time customer service rep..

Additional Information: 

• The position is full time (08:30 – 17:00)
• Offices are based in Woodstock, Cape Town
• Start Date: November 2025
• Please email your CV to careers@burnt.co.za
• Use subject: Seasonal Customer Service Rep (5 Month Contract)
• Selected candidates will be emailed or called. If you have not heard back within 14 days of applying, please deem your application as unsuccessful.

We are super excited to hear from you and welcome our next member to the team!