About this role
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