You will be responsible for providing efficient, high-quality support while maintaining a strong focus on customer satisfaction, brand representation, and commercial awareness. This role requires a commitment to delivering consistently exceptional service to a discerning customer base, ensuring every interaction reflects excellence, care, and professionalism.

Professional Know-how

Academic:

• Grade 12 (Matric)

Experience:

• Previous Customer Service Experience

• 6-12 Months Customer Service Call Centre / 12 Months High End Retail

Primary Responsibilities:

• Provide support on a wide range of retail-related queries (orders, products, delivery, returns, and general enquiries)

• Use effective questioning techniques to fully understand customer needs and provide tailored solutions

• Deliver a personalised, premium service with a clear focus on high standards and attention to detail

• Empower customers by educating them on self-service options, as well as the products and solutions available

• Ensuring we take care of our customers and provide a positive journey whilst resolving their queries to reduce repeat contacts

• Achieving targets across the required operational metrics and ensuring adherence to the efficiencies around scheduled hours, absence and deliveries

• Work in a fast-paced, target-driven environment, consistently meeting performance and quality expectations

Additional Expectations (Performance, Behaviour & Environment)

Given the nature of the M&S brand and customer base, the following are critical to success in this role:

• Reliability & Attendance: Consistent adherence to schedules and strong accountability for attendance and performance

• Adaptability & Flexibility: Ability to adjust to changing priorities, customer demands, and business needs

• Resilience: Ability to remain professional and composed when handling demanding or high-expectation customers

• Performance Focus: Commitment to achieving key performance metrics including quality, productivity, and customer satisfaction

• Customer Excellence: Delivering a world-class, high-touch service experience aligned with a premium UK retail brand

Key Result Areas/Competencies:

Essential:

• High proficiency in written and spoken English, with clear articulation and professionalism

• Strong communication skills, with the ability to confidently engage with a high-end customer base

• Excellent active listening and questioning techniques to fully understand customer needs

• Strong customer-centric mindset, with a passion for delivering exceptional service

• Ability to handle complex or high-expectation interactions with confidence and professionalism

• Strong problem-solving ability with attention to detail

• Proven time management and multitasking skills in a fast-paced environment

• High level of adaptability and resilience

• Moderate to advanced computer literacy and system navigation skills

About Us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span across multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

UK Hours

The campaign operates in UK time.

What’s in it for you?

• Competitive remuneration package

• Shift Allowance

• Weekend Hero Bonus

• Excellent monthly performance bonus of up to 20% of basic salary

• Free door-to-door transport for evening shifts after 7pm

• A progressive career path to help you develop in your Call center career.

• Comprehensive product training in a fun collaborative environment

• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts.

• Employee Share Scheme Trust after 24 months tenure with Capita

• Eligibility to participate in our scholarship program after 24 months tenure with Capita.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.

• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.