Customer Resolution Centre Agent Job Opportunity at Pepkor Lifestyle Call Centre (3-Month Contract) – Apply Now

Are you passionate about customer service, problem-solving, and helping customers resolve queries professionally? A great opportunity is now available for a Customer Resolution Centre Agent to join the Pepkor Lifestyle Corporate Call Centre team on a 3-month contract basis.

This entry-level opportunity is ideal for individuals with customer service experience, CRM system knowledge, and strong communication skills who want to grow their careers in South Africa’s retail customer support sector.

📍 Division: Pepkor Lifestyle Corporate – Customer Resolution Centre
📞 Business Unit: Call Centre
💼 Employment Type: Contract (3 months)
📊 Experience Level: Entry Level
🏢 Industry: Retail
📌 Functional Area: Customer Service

About the Customer Resolution Centre Role at Pepkor Lifestyle

Pepkor Lifestyle is looking for a motivated and customer-focused individual to join its Customer Resolution Centre team. The successful candidate will be responsible for handling customer queries across multiple communication platforms and ensuring a positive support experience aligned with company standards.

This role plays an important part in delivering a differentiated customer experience, supporting customers effectively while strengthening the organization’s reputation for service excellence.

Working in a Customer Resolution Centre environment provides valuable exposure to real-world customer interaction systems and prepares candidates for long-term opportunities within the retail and contact-centre industries.

Why Work at Pepkor Lifestyle?

Pepkor Lifestyle is part of a well-established South African retail network known for delivering quality household brands and customer-focused services across the country.

Joining the Customer Resolution Centre team provides:

✔ Valuable call-centre experience
✔ Exposure to CRM systems used in retail support environments
✔ Practical understanding of customer protection regulations
✔ Opportunity to develop conflict-resolution skills
✔ Professional communication experience across digital channels
✔ Career-building workplace exposure within a national retail organization

Even as a 3-month contract opportunity, this position offers strong experience that can support future permanent roles in customer service and contact-centre environments.

Key Responsibilities of the Customer Resolution Centre Agent

As a Customer Resolution Centre Agent at Pepkor Lifestyle, your primary responsibility will be to manage customer queries efficiently and ensure customer satisfaction through professional engagement.

Below are the core duties expected from successful candidates:

1. Manage Customer Queries Across Communication Channels

You will interact with customers across various support platforms, ensuring that each query receives a timely and professional response.

Responsibilities include:

• Responding to customer queries through multiple communication channels
• Providing accurate information regarding products and services
• Escalating complex issues when required
• Ensuring consistent service delivery standards
• Maintaining professionalism in all customer interactions

Providing efficient query resolution helps improve customer trust and brand loyalty.

2. Deliver a Differentiated Customer Experience

Pepkor Lifestyle values customer satisfaction and aims to deliver service excellence at every touchpoint.

Your duties will include:

• Understanding customer needs clearly
• Providing helpful and accurate solutions
• Managing complaints professionally
• Ensuring follow-up on unresolved issues
• Supporting continuous service improvement initiatives

Delivering exceptional service strengthens the organization’s customer relationships.

3. Apply Knowledge of Customer Service Best Practices

Successful candidates will use industry best practices to handle customer interactions professionally.

Responsibilities include:

• Applying retail customer-service standards
• Supporting service improvement initiatives
• Maintaining customer-centric communication
• Ensuring positive engagement across all platforms

Customer-service best practices help improve efficiency and resolution success rates.

4. Support Compliance With the Consumer Protection Act (CPA)

Understanding customer rights is essential when working within a retail customer-support environment.

Key responsibilities include:

• Applying general knowledge of the Consumer Protection Act
• Supporting compliant service delivery
• Ensuring fair handling of customer complaints
• Following company procedures during dispute resolution

Compliance knowledge strengthens professional credibility within the customer-service sector.

5. Use CRM Systems Effectively

Customer Resolution Centre Agents work with CRM tools to manage service requests and track support activity.

Responsibilities include:

• Updating customer interaction records accurately
• Monitoring service-request progress
• Logging escalation cases correctly
• Supporting service-tracking processes
• Ensuring accurate documentation of customer queries

CRM system experience improves productivity and service consistency.

6. Provide Support Across Social Media Communication Channels

Modern customer support includes digital engagement across social media platforms.

Your duties may include:

• Responding to social media customer enquiries
• Supporting digital service engagement
• Escaling urgent online complaints
• Maintaining professional communication tone online

Social-media proficiency is a valuable skill in today’s customer-service environment.

Minimum Requirements for the Pepkor Lifestyle Customer Resolution Role

Candidates interested in applying must meet the following criteria:

Educational Requirements

Applicants must have:

✔ Grade 12 (Matric certificate)

A tertiary qualification in customer service, business administration, or communications will be advantageous but is not required.

Experience Requirements

Candidates should have:

✔ At least one year of Customer Resolution Centre or customer-service experience

Previous contact-centre exposure improves adaptability to this role’s working environment.

Required Technical Knowledge

Pepkor Lifestyle is looking for candidates familiar with modern customer-service tools and systems.

Applicants should demonstrate knowledge of:

• Customer service best practices within retail environments
• CRM systems and customer-support platforms
• Consumer Protection Act (CPA) principles
• Social media communication tools
• Microsoft Office applications
• Company service policies and internal procedures

Technical familiarity improves efficiency when managing customer requests.

Essential Skills for the Customer Resolution Centre Agent Role

Successful applicants should demonstrate strong communication abilities and problem-solving skills.

Important skills include:

1. Strong Communication Skills

Customer Resolution Agents interact with customers daily through different platforms.

Applicants should demonstrate:

• Clear verbal communication
• Professional written communication
• Active listening ability
• Accurate information delivery

Strong communication improves resolution outcomes.

2. Interpersonal Skills

Working in a support environment requires positive engagement with customers and colleagues.

Candidates should show:

• Respectful communication style
• Collaboration with team members
• Customer-focused attitude
• Professional interaction approach

Interpersonal skills strengthen team performance.

3. Conflict-Management Ability

Customer queries sometimes involve complaints or dissatisfaction.

Successful candidates must:

• Manage difficult conversations professionally
• Remain calm under pressure
• Provide structured solutions
• Escalate when necessary

Conflict-resolution skills are essential in contact-centre roles.

4. Multi-Tasking Capability

Customer Resolution Centre Agents often manage several service requests simultaneously.

Candidates should demonstrate:

• Task prioritisation ability
• Efficient system navigation
• Attention to deadlines
• Accurate record-keeping

Multi-tasking improves productivity within fast-paced environments.

5. Effective Time Management

Time management helps ensure service-level standards are achieved.

Applicants should show:

• Ability to meet service targets
• Efficient workload organisation
• Prompt response handling
• Consistent follow-up on customer queries

Good time-management skills support service performance.

Important Behavioural Competencies

Pepkor Lifestyle values individuals who demonstrate strong workplace behaviour and professionalism.

Successful applicants should demonstrate:

✔ Energy and drive
✔ Customer-service orientation
✔ Problem-solving ability
✔ Planning and prioritising skills
✔ Assertiveness when handling queries
✔ Attention to detail
✔ Ability to follow procedures accurately
✔ Team collaboration ability
✔ Commitment to delivering results

These behavioural qualities support long-term career growth in customer-service roles.

Who Should Apply for This Opportunity?

This position is suitable for:

• Entry-level call-centre professionals
• Retail customer-service agents
• CRM system users seeking experience growth
• Candidates interested in complaint-resolution roles
• Applicants building careers in customer-experience support

If you enjoy solving problems and helping customers find solutions quickly, this opportunity is a strong match.

Why This 3-Month Contract Role Can Benefit Your Career

Although this is a short-term contract opportunity, it provides valuable workplace exposure within a structured retail support environment.

Benefits include:

✔ Strengthening customer-support experience
✔ Improving communication confidence
✔ Learning complaint-resolution techniques
✔ Gaining CRM platform exposure
✔ Understanding CPA-related customer rights
✔ Building contact-centre workplace experience

Short-term contract roles often lead to future permanent opportunities within customer-service departments.

How to Apply for the Pepkor Lifestyle Customer Resolution Centre Role

Interested candidates should apply through the official Pepkor Lifestyle recruitment platform linked to the Customer Resolution Centre division.

Before applying, prepare the following:

📄 Updated CV
📄 Certified copy of Grade 12 certificate
📄 Supporting customer-service experience documentation

Early applications are recommended due to high demand for entry-level call-centre roles.