Customer Experience Agent (Kraaifontein Industria)

Every call, chat and email that comes in from a customer is a small test of whether Hungry Lion actually cares, and you're the one answering it. This isn't a script-reading job. It's listening properly, staying patient when someone's had a bad day, and knowing when a call belongs with Head Office and when it should never have reached you in the first place. You'll be dealing with customers across multiple countries, so clear communication matters as much as a calm tone.

This is shift work, rotating hours between 8am and 8pm, including some weekends and public holidays, and you'll need to be in-office as required. You'll also need your own reliable transport to get to our DC in Kraaifontein.

WHAT THE JOB ACTUALLY LOOKS LIKE

- First point of contact for internal and external customers; every call handled promptly, within target time.
- Give customers accurate info on products, specials, store locations and trading hours - no guessing.
- De-escalate situations involving dissatisfied customers with patience and support, not defensiveness.
- Record every complaint properly on Freshdesk so nothing falls through the cracks.
- Handle incoming live chats with the same care as a phone call.
- Answer and direct all Head Office calls accurately.
- Actively identify Head Office vs store calls to keep the wrong ones out of your queue and off store lines.
- Transfer calls to the correct department or staff member as per laid-down process.

WHAT WE NEED FROM YOU

- Grade 12.
- 6 months to a year in a call centre or similar customer-facing environment.
- Fluent in English plus one other official language.
- Own reliable transport to our Kraaifontein DC.
- Comfortable working flexible shifts, weekends and public holidays.
- Confident on a computer and picking up new tools quickly.

WHAT YOU GET

- Direct line to customers across multiple African countries - real conversations, not a script.
- A structured route into a growing customer experience team at a brand scaling fast.
- Exposure across three channels - phone, email and live chat, so you build a genuinely broad skill set.

By submitting my application, I consent to Hungry Lion securely processing my CV and data using artificial intelligence (AI) tools for recruitment and evaluation purposes in compliance with POPIA.

WHO WE ARE
Hungry Lion started as one store in Stellenbosch in 1997, built on great food and genuine energy. Today that idea runs across 500+ stores in multiple African countries, and we're still growing — backed by smart use of AI and technology and people who think differently. Whether you're on the floor, in the kitchen, or at HQ, you shape what this brand becomes. The best of Hungry Lion is still ahead, and we're looking for people who want to help build it.