Contact Center Agent

Role Purpose

The Multi-Skilled Agent 2- Months fixed- term contract is the first point of contact between Leroy Merlin South Africa and its customers across multiple service channels. The role is responsible for delivering effortless, high-quality service by handling queries efficiently and with empathy. Agents ensure accurate ticket management in Zendesk and adapt quickly to evolving customer service technologies and practices.

Key Responsibilities

• Handle customer interactions across all active channels (phone, email, social media, live chat when available).

• Provide accurate information and resolve queries related to orders, deliveries, after-sales, and general product or service support.

• Record, classify, and manage all customer tickets in Zendesk, ensuring accurate categorisation and timely updates.

• Escalate complex queries to the appropriate team while maintaining ownership until resolution.

• Collaborate with internal stakeholders (e.g., Supply Chain, Stores, Marketplace, Installations etc) to resolve customer queries effectively.

• Deliver efficient and empathetic customer service, ensuring a seamless experience.

• Adapt to new tools, processes, and technologies introduced to improve customer service delivery.

• Contribute to continuous improvement by sharing recurring issues, customer feedback, and ideas for better service to all relevant stakeholders.

Qualifications and Experience

• Grade 12 / Matric (or equivalent) required.

• Previous customer service or contact center experience is advantageous

• Familiarity with Zendesk or other CRM systems is advantageous