Customer Care Administrator

Job Description

• The Customer Care Representative is responsible for delivering excellent customer service across various communication channels while ensuring customer queries and complaints are handled efficiently and resolved within the required timeframes.
• The successful candidate will be expected to work with speed, accuracy and professionalism while maintaining up-to-date customer information and identifying opportunities to continuously improve internal processes and the overall customer experience.

Key Responsibilities

• Respond to customer complaints and enquiries via telephone, email and social media.
• Record and escalate customer complaints to the relevant internal teams and follow up until resolved.
• Contact customers to understand and assess complaints before escalating matters to stores.
• Respond to and manage customer reviews across Facebook, Google and other social media platforms.
• Ensure customer complaints and resolutions are accurately captured on internal reports and systems.
• Maintain and update customer care reports and records.
• Communicate with stores and customers daily via email and other relevant channels.
• Ensure customer queries are resolved within agreed timeframes.
• Provide accurate and professional information to customers, colleagues and external stakeholders.
• Handle a wide range of customer queries, exceptions and complaints effectively.
• Ensure all customer communication is professional, clear and of a high standard.
• Maintain accurate customer information across internal systems.
• Identify and communicate opportunities to improve customer service processes and procedures.
• Support a positive customer journey by ensuring queries are handled efficiently from start to resolution.

Requirements

• Qualification in Administration or a related field.
• 1–2 years' experience in a customer service or administrative environment.
• Previous experience working with social media platforms will be advantageous.
• Computer literate and comfortable working across multiple systems.
• Excellent customer service skills.
• Excellent command of English, both written and verbal.
• Strong attention to detail and accuracy.
• Strong data entry and administrative skills.
• Ability to work across multiple systems simultaneously.
• Reliable attendance and consistent performance.

Closing Date 30 October 2026