Customer Service Consultant Intern

MAIN PURPOSE OF THE JOB

To support the department’s restructure and growing omnichannel strategy, the Customer Service Consultant Intern will provide support across the Retail and E-commerce Customer Experience (CX) functions. The intern will assist in delivering a consistent customer experience across retail, e-commerce and all customer touchpoints, and support the resolution of customer queries and complaints in line with agreed CX KPIs and service levels.

JOB DESCRIPTION & RESPONSIBILITIES

• Maintain a positive, empathetic and professional approach when assisting customers across all touchpoints.
• Respond promptly to customer enquiries across retail and e-commerce channels.
• Support the team in meeting agreed CX KPIs, response times and service levels.
• Assist with customer communication via email, telephone and other approved channels.
• Log, follow up and assist in resolving customer queries and complaints, escalating complex cases when required.
• Develop product, service and process knowledge to provide accurate customer information.
• Assist with order-related enquiries, requests, returns and other customer service processes.
• Maintain accurate records of customer interactions, complaints, actions and outcomes.
• Coordinate with Retail, E-commerce and relevant internal teams to support seamless customer experiences.
• Share customer feedback and recurring issues with the team to support service improvements.
• Support consistent customer service standards across in-store and online customer touchpoints.
• Provide regular updates on outstanding queries and escalate unresolved issues to the line manager.

SKILLS AND PERSONAL ATTRIBUTES

• Matric / Grade 12 is required.
• A relevant qualification in Customer Experience, Customer Service, Marketing, Business Administration or a related field is advantageous.
• No previous work experience required; exposure to customer service or retail is advantageous.
• Good verbal and written communication skills, with a customer-focused attitude.
• Basic computer literacy and familiarity with Microsoft Office; willingness to learn CX and help-desk systems.
• Strong interpersonal skills, attention to detail and willingness to learn.
• Ability to work collaboratively, manage tasks and follow established escalation procedures.