📍 Job Overview

Job Title: Customer Support Agent (Seasonal Contract)
Company: Bash.com
Location: Cape Town, Western Cape, South Africa
Job Type: On-site
Category: Customer Support
Date Posted: 2025-08-01
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Manage customer expectations and resolve queries across various communication channels (calls, emails, social media, chat). Collaborate with teams to ensure high-quality customer support and advocate for customer needs.
Key Skills: Customer Service, Call Centre Experience, eCommerce Support, IT Skills, Listening Skills, Organizational Skills, Time Management, Problem-Solving, Detail-Oriented, Multitasking, Communication Skills, Adaptability, Team Collaboration, Customer Advocacy, High-Pressure Decision Making, Self-Motivated.

💻 Primary Responsibilities

📝 Enhancement Note:

This role requires a strong focus on customer service and the ability to thrive in a fast-paced environment. The ideal candidate will have a proven track record in call center work, preferably with eCommerce support experience.

Manage Customer Expectations: Handle customer requests, queries, and concerns across multiple channels, ensuring customer satisfaction and loyalty.
Collaborate with Teams: Work with third-party teams to resolve customer concerns within required Service Level Agreements (SLAs).
Provide Exceptional Service: Achieve high-quality customer service by providing prompt, efficient, detailed, and high-quality customer-oriented service.
Problem-Solving: Deliver calm and smart decisions in high-pressure situations while paying attention to detail.
Peer-to-Peer Learning: Support teammates and colleagues with constructive feedback to encourage a positive working environment.
Stakeholder Management: Engage with stakeholders to ensure all customer requests are managed accurately and timely.
Maintain Company Integrity: Uphold The Foschini Group's image when dealing with customers.

🎓 Skills & Qualifications

Education:

Matric Essential

Experience:

2-3 Years Call Centre Experience
eCommerce / Online shopping support experience is essential

Required Skills:

Strong IT skills and comfort working on various software packages
Exceptional listening, analysis, written, and verbal communication skills
Organized, detail-oriented, and able to multitask
Passionate about Customer Service

Preferred Skills:

Ability to maintain quality and speed with every customer engagement
Strong organizational and time management skills
Internet savvy, familiarity with e-commerce
Must have a sense of urgency, be self-motivated, and proactive
Friendly, polite, professional, and flexible

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record in customer support, preferably with eCommerce experience.
Showcase problem-solving skills and the ability to work well under pressure.

Technical Documentation:

Provide examples of customer interactions and resolutions, highlighting your ability to manage customer expectations and provide exceptional service.
Include feedback from colleagues or supervisors that demonstrates your ability to collaborate effectively and support your teammates.

💵 Compensation & Benefits

Salary Range:

The salary range for this role is not specified. However, based on industry standards for customer support roles in Cape Town, South Africa, the estimated salary range is R15,000 - R20,000 per month.

Benefits:

Exclusive Shopping Discount: Save when you shop across over 500 brands in-store and on bash.com.
Generous Paid Holiday: Enjoy a generous paid holiday allowance.
Wellbeing Leave: Take time off to focus on your physical and mental wellbeing.
Birthday Leave: Celebrate your birthday with a day off.

Working Hours:

Full-time, on-site work in the Parow area.
Available to work rotational shifts Monday - Sunday, including Public Holidays.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's experience and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail
Company Size: Medium (500-1,000 employees)
Founded: Not specified

Team Structure:

The Customer Support team works collaboratively to ensure high-quality customer support across multiple channels.
The team is led by experienced managers who provide guidance and support to help team members grow and develop their skills.

Development Methodology:

The team follows a structured approach to customer support, with clear processes and procedures in place to ensure consistency and high-quality service.
Regular training and development opportunities are available to help team members enhance their skills and advance their careers.

Company Website: bash.com

📝 Enhancement Note: Bash.com is a retail company that focuses on creating remarkable omni-channel experiences for its customers. The company values boldness, accountability, simplicity, and humanity, which are reflected in its customer support approach.

📈 Career & Growth Analysis

Customer Support Agent (Seasonal Contract) Career Level:

This role is an entry-level to mid-level position in the customer support career path.
The ideal candidate will have 2-3 years of call center experience, preferably with eCommerce support experience.

Reporting Structure:

The Customer Support Agent reports directly to the Customer Support Team Lead or Manager.
The team works collaboratively, with regular communication and feedback to ensure high-quality customer support and continuous improvement.

Technical Impact:

The Customer Support Agent plays a crucial role in maintaining customer satisfaction and loyalty by managing customer expectations and resolving queries effectively.
The role requires strong communication skills, problem-solving abilities, and the ability to work well under pressure.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Agents may progress to Team Lead or Manager roles within the customer support team or other departments within the company.
Skill Development: The company offers regular training and development opportunities to help Customer Support Agents enhance their skills and advance their careers.
Emerging Technologies: As the company continues to grow and adopt new technologies, Customer Support Agents may have the opportunity to learn and work with emerging technologies in the customer support space.

📝 Enhancement Note: The career growth opportunities for this role are based on industry standards and may vary depending on the company's internal career progression structure and the candidate's individual performance.

🌐 Work Environment

Office Type:

The company's office is located in the Parow area and is designed to facilitate collaboration and teamwork.
The office is equipped with modern tools and technology to support the team's work and ensure high-quality customer support.

Office Location(s):

The office is located in the Parow area, with easy access to public transportation and nearby amenities.

Workspace Context:

The workspace is designed to be comfortable and efficient, with individual workstations and shared spaces for team collaboration.
The team has access to the necessary tools and technology to perform their jobs effectively, including computers, software, and communication equipment.

Work Schedule:

The role requires working rotational shifts, including evenings, weekends, and public holidays.
The work schedule is designed to ensure consistent customer support coverage during peak hours and to accommodate customer needs.

📝 Enhancement Note: The work environment and schedule for this role are based on industry standards for customer support roles in Cape Town, South Africa. The specific details may vary depending on the company's internal policies and procedures.

📄 Application & Technical Interview Process

Interview Process:

Application Review: The hiring team will review your application and portfolio to ensure you meet the required qualifications and skills for the role.
Phone Screen: If your application is selected, you will be invited for a phone screen to discuss your customer support experience and answer any questions you may have about the role.
On-site Interview: If you successfully pass the phone screen, you will be invited for an on-site interview to meet the hiring team and discuss your fit for the role.
Role Play: As part of the interview process, you may be asked to participate in a role-play scenario to demonstrate your customer service skills and problem-solving abilities.

Portfolio Review Tips:

Customer Service Examples: Highlight specific customer service scenarios from your previous experience that demonstrate your ability to manage customer expectations and resolve queries effectively.
Problem-Solving Skills: Provide examples of how you have successfully resolved complex customer issues or challenges in previous roles.
Teamwork and Collaboration: Include examples of how you have worked collaboratively with teammates or colleagues to ensure high-quality customer support and continuous improvement.

Technical Challenge Preparation:

Customer Service Scenarios: Familiarize yourself with common customer service scenarios and practice your problem-solving and communication skills to ensure you can handle a wide range of customer queries and concerns.
Company Knowledge: Research the company and its products or services to ensure you have a solid understanding of the business and can provide informed and accurate customer support.

📝 Enhancement Note: The interview process and preparation tips for this role are based on industry standards for customer support roles. The specific details may vary depending on the company's internal hiring processes and the candidate's individual qualifications and experience.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Customer Relationship Management (CRM) Software: The team uses CRM software to manage customer interactions, track customer history, and ensure high-quality customer support.
Communication Channels: The team communicates with customers through various channels, including phone calls, emails, social media, and chat.
Collaboration Tools: The team uses collaboration tools to work together, share information, and ensure consistent customer support across multiple channels.

📝 Enhancement Note: The technology stack for this role is based on industry standards for customer support roles. The specific tools and platforms used may vary depending on the company's internal processes and technology infrastructure.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: The team is committed to providing exceptional customer service and ensuring customer satisfaction and loyalty.
Collaboration: The team works together to ensure high-quality customer support and continuous improvement.
Adaptability: The team is flexible and responsive to changing customer needs and preferences.
Problem-Solving: The team is skilled at resolving complex customer issues and challenges effectively and efficiently.

Collaboration Style:

Cross-Functional Integration: The customer support team works closely with other departments, such as sales, marketing, and product development, to ensure consistent and high-quality customer support.
Peer-to-Peer Learning: The team encourages knowledge sharing and continuous learning to help team members grow and develop their skills.
Regular Communication: The team maintains open and regular communication to ensure everyone is informed and aligned with the company's goals and objectives.

📝 Enhancement Note: The customer support team culture and values for this role are based on industry standards and best practices for customer support teams. The specific details may vary depending on the company's internal culture and values.

🌐 Challenges & Growth Opportunities

Technical Challenges:

High-Volume Customer Inquiries: The team may face high volumes of customer inquiries during peak hours, requiring strong communication skills, problem-solving abilities, and the ability to work well under pressure.
Complex Customer Issues: The team may encounter complex customer issues that require in-depth knowledge of the company's products or services and the ability to think critically and creatively to resolve the problem.
Customer Expectations: The team must manage customer expectations effectively, ensuring customers feel valued and supported throughout the customer support process.

Learning & Development Opportunities:

Training and Development: The company offers regular training and development opportunities to help customer support agents enhance their skills and advance their careers.
Mentorship: The team encourages mentorship and knowledge sharing to help team members grow and develop their skills.
Emerging Technologies: As the company continues to grow and adopt new technologies, customer support agents may have the opportunity to learn and work with emerging technologies in the customer support space.

📝 Enhancement Note: The technical challenges and learning opportunities for this role are based on industry standards for customer support roles. The specific details may vary depending on the company's internal processes and the candidate's individual qualifications and experience.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Be prepared to discuss specific customer service scenarios from your previous experience and how you handled them effectively.
Problem-Solving Skills: Demonstrate your ability to resolve complex customer issues or challenges by providing specific examples from your previous experience.
Teamwork and Collaboration: Highlight your ability to work collaboratively with teammates or colleagues to ensure high-quality customer support and continuous improvement.

Company & Culture Questions:

Company Knowledge: Research the company and its products or services to ensure you have a solid understanding of the business and can provide informed and accurate customer support.
Customer Support Culture: Familiarize yourself with the company's customer support culture and values to ensure you can align with the team's goals and objectives.

Portfolio Presentation Strategy:

Customer Service Examples: Highlight specific customer service scenarios from your previous experience that demonstrate your ability to manage customer expectations and resolve queries effectively.
Problem-Solving Skills: Provide examples of how you have successfully resolved complex customer issues or challenges in previous roles.
Teamwork and Collaboration: Include examples of how you have worked collaboratively with teammates or colleagues to ensure high-quality customer support and continuous improvement.

📝 Enhancement Note: The interview preparation tips for this role are based on industry standards for customer support roles. The specific details may vary depending on the company's internal hiring processes and the candidate's individual qualifications and experience.

📌 Application Steps

To apply for this Customer Support Agent (Seasonal Contract) position:

Submit your application through the application link provided.
Tailor your resume and portfolio to highlight your customer service experience, problem-solving skills, and ability to work well under pressure.
Research the company and its products or services to ensure you have a solid understanding of the business and can provide informed and accurate customer support.
Prepare for the interview process by practicing common customer service scenarios and brushing up on your problem-solving and communication skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent (Seasonal Contract)