Location: Cape Town, Western Cape
Closing Date: 30 July 2026
Position Type: Permanent

Overview

Truworths is looking for customer-focused Inbound Call Centre Agents to join its UK Customer Services team in Cape Town. The successful candidate will provide exceptional support to customers across multiple digital platforms, ensuring enquiries are resolved efficiently while delivering an outstanding customer experience.

Key Responsibilities

– Respond to customer enquiries via email, webchat, social media, and other digital communication channels.

– Provide accurate information and effective solutions to customer queries.

– Investigate and resolve escalated customer complaints in a professional manner.

– Communicate with UK colleagues, couriers, and third-party service providers.

– Follow up on outstanding customer queries within agreed turnaround times.

– Process refunds and other customer service requests accurately.

– Monitor and manage email queues to ensure timely responses.

– Escalate complex issues to the appropriate departments when required.

– Maintain accurate customer records while using multiple systems simultaneously.

– Deliver high-quality customer service that reflects the Truworths brand.

Requirements

• Grade 12 (Matric) or equivalent qualification.
• Minimum of 12 months’ experience in a contact centre or customer service environment.
• Clear criminal and credit record.
• Excellent written and spoken English communication skills.
• Strong analytical, investigative, and problem-solving abilities.
• Experience using contact centre systems.
• UK call centre experience will be an advantage.
• Computer literacy, including Microsoft Word and Excel.
• Typing speed of at least 35 words per minute (WPM).

Skills & Attributes

• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• High level of accuracy and attention to detail.
• Good organisational and time management skills.
• Ability to work independently and as part of a team.
• Able to multitask and prioritise work effectively.
• Self-motivated and proactive.
• Ability to work under pressure and meet deadlines.
• Willingness to work overtime and public holidays when required.

Why Join Truworths?

• Join one of South Africa’s leading fashion retailers.
• Work in a modern, fast-paced customer service environment.
• Gain exposure to international customer support operations.
• Enjoy opportunities for career growth and professional development.

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APPLICATION PROCESS

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